Is there a way to attach response SLA at the first time even when assigned to field is not empty.

[Laukik Udpikar]

Hello Experts,

For reporting purpose, and just curiosity, i would like to know, if I can attach an Response SLA, with stage as completed already, to a Incident which is created with assigned to and assignment group as not null.

Is this a good practice?

How can we achieve this?

Thank you.

[Jaspal Singh]

Hi Laukik,

Ideally its recommended to have it when atleast Assignment Group is populated but the case may vary business to business.

So, consider a scenario where system is configured to assign a group to be servicedesk always but then those servicedesk users will assign it to appropriate team. So in this case you will not want it to be associated when ticket still is with servicedesk group.

So, as said it varies but would be recommended to have it calcuated on when there is Assignment Group atleast populated.

[Laukik Udpikar]

Hi Jaspal,

Thanks for the response, I agree with your statement.

In case if the Incident at the time of creation has both fields populated,[ assigned to and assignment group ] then the response sla won't get attached as per the condition, which is obvious. 

I'm searching a way to attach that response sla with some conditions that will attach it.

Regard,

[Jaspal Singh]

Hi Laukik,

If I understand you need to have SLA attached even if it has does not have Assignment Group/ Assigned To? If so, you can configure the SLA start conditions accordingly but that would not be ideal.

[Tommy SN Sahlin]

Hi Laukik,

you can define them like this:

• Start condition Active = True and whatever other start conditions you require
• Pause condition Assigned to and Assignment group is not null
• • When to resume: Resume conditions are met and State is closed
• Stop condition State is closed

This way, the SLA will start and attach, but immediately go into pause in the scenario you describe above, and stay that way until the incident is closed.

cheers, hope that helps  /Tommy