How do I get a Response SLA to complete the first time and NOT reattach?

jendugan
Mega Contributor

‎01-08-2019 11:46 AM

I need a response SLA to attach to the FIRST response only; however my response SLA is attaching every time the start condition is met (again) How do I get a Response SLA to complete the first time and NOT reattach?

The Response SLA is set to STOP when the Assigned to 'is not empty'; however, if the ticket is moved from an assigned to agent and made empty once again the SLA reattaches. The Business Service Manager only wants to see the FIRST response. Any help would be helpful.

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Michael Fry1
Kilo Patron

‎01-08-2019 11:51 AM

Can you use Reassignment Count = 0 in your Start condition?

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jendugan
Mega Contributor
In response to Michael Fry1

‎01-09-2019 08:01 AM

Not sure if I understand now to get the Reassignment Count to work for me, I tried and it did not attach the SLA at all. May need to mess with it more but the 'State Is New' worked. Thanks for your suggestion.

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Tommy SN Sahlin
Kilo Sage

‎01-09-2019 01:31 AM

You could add "State is New" as a Start condition.

jendugan
Mega Contributor
In response to Tommy SN Sahlin

‎01-09-2019 08:02 AM

Worked like a charm! Thanks for the suggestion.

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