Is it possible to start same priority sla when a previous sla is completed?

[Niranjan2]

Hi All,

Ex: P1 Response SLA is created upon incident created, when Assigned To a engineer, it will be completed.
i would like to start P1 Response SLA again upon some X field change/update on the form. is it possible?

[Dr Atul G- LNG]

Hi @Niranjan2 

Did you try with reset conditions?

I think it is not  do able but give try with reset condition n also check the Retroactive Start with field.

[Niranjan2]

Hi @Dr Atul G- LNG 
Yes i did, that is helpful when the case is Inprogress and need to restart SLA, but I'm looking to restart a SLA which is completed already.

[Dr Atul G- LNG]

Not possible mate, once a SLA completed cant restart. 

[AndersBGS]

Hi @Niranjan2 ,

If I understand you correctly, you would like to start another P1 SLA after the first get completed based on some field changes? If yes, then you need another sla defintion with another set of start conditions even though you can call them the same. 

If you instead refer to that you would like to start the same SLA again based on some field changes, then you should not mark it complete but instead in a pause state. In pause state you can resume in same SLA - this you can't do when SLA is completed. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders