Response SLA Breach irrespective of ticket is being assigned to the person

[Bijay Kumar Sha]

Hi,

There are 2 SLA definition doe service requests - Response SLA (2 Hr) and Resolution SLA (5 days). There is a backend rule going on which says if the ticket is being assigned to let's say 'ais-mqwmb' group, then automatically it's get assigned to a person in that group and the State is being changed from ''Open' to 'In Progress'. So, that no Response SAL breach in this case... So, it was working fine but some how, I can see, the when the ticket is being created and get it assigned to a member, then the Response SLA is still in progress. And it's getting stopped only when there is any manual state change update in the ticket. If the update happens after 2 hr then Response SLA is getting breached. 

I'm seeing there is no update in the existing SLA definition of Response or Resolution.

What could be the reason. It's comply with the Stop Condition. Still it's not working. 

[AnveshKumar M]

Hi @Bijay Kumar Sha 

In your stop condition are you checking for the Incident state too? What conditions are you including in Stop Conditions? Like the state field etc.

OOTB Response SLA has two conditions State is not New  and Assigned to is Not Empty in this case both State and Assigned to conditions should match. Similarly check your conditions too whether all the conditions are matching or not.