Regarding SLA Configuration

[bharathk1611333]

Hi all,

I have created 3 definitions, like for priority 1,2,3 and the start, pause, stop conditions are same except the priority for all the sla.

Here whenever I created a P2 incident the sla is attaching and when I change the state and pause the incident then it is calculating the Pause time because I have used retroactive start and pause conditions and it is working for P2 incident. 

As when I created P1 & P3 the sla is attaching but when I pause the incident it is not calculating the pause as it is doing for P2.

Can anyone please help me to find what is the error?

Thanks & Regards,
Bharath

[Dr Atul G- LNG]

Did you add the retrospective pause as well in the P2 incident? Please check that. @bharathk1611333 

[bharathk1611333]

Yes I  have added. Retroactive Pause in all 3 incidents and set start to condition as Created(sys-created_on).

[Dr Atul G- LNG]

Try the repair SLA once and see if that work.

[Tanushree Maiti]

Hi @bharathk1611333 

• Ensure the Retroactive start checkbox is checked for your SLA Definitions for P1 and P3.
• Verify that your P1 and P3 Stop conditions do not accidentally overlap with your Pause conditions
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