Need advices for SLA Use Cases Configuration

[Thuy Thao]

Hello community,

I have a request to configure the SLA for these 2 use cases:

Use case 1:

1. Create INC P4 => SLA P4 created
2. Change INC to P3 => SLA P4 will be paused + SLA P3 created
3. Resolved INC => SLA P4 will remains paused + SLA P3 will be paused
4. Close INC => SLA P4 cancelled + SLA P3 Completed

Use case 2:
1. Create INC P4 => SLA P4 created
2. Change AG => SLA P4 will be paused
3. Change INC to P3 => SLA P4 remains paused + SLA P3 will not be created
4. Change AG back to the previous AG, at this time prior = P3 => SLA P3 created + SLA P4 remains paused
5. Resolve INC => P3 SLA will be paused + P4 SLA remains paused
6. Close INC => P4 completed + P3 completed.

Both of the use cases lead to the same situation: 

Original AG and Prior = P3 but the expectation is different. In a short way:

Case 1
Original AG + P4
Original AG + P3
=> P4 cancel + P3 completed

Case 2
Original AG + P4
not Original AG + P4
not Original AG + P3
Original AG + P3

=> P4 completed + P3 completed

 The purpose for case 2 is we can know the total time that Original AG spent for the INC. In case 1, it's already covered in SLA P3 as we use INC created as Retro Start Time for all SLAs.

Do you have any idea to satisfy both use cases?

Thank you in advance!

[Thuy Thao]

Neverminds, I found the solution. The difference is the Re-assign count field, so just setup the Cancel condition when re-assign = 0 and the Stop != 0, because this is for first level group.