Response SLA keep on triggering when the condition met

salu · ‎08-07-2020

Hello All,

I have create Response SLA based group type and condition as below.

Stop condition

When an incident assigned to AMS team,SLA will start and they make it to inprogress SLA will complete but the issue if the incident assign to again to AMS team SLA will start.I don't want it like that.

Can someone please help me on this?

MrMuhammad · ‎08-09-2020

Hi @salu,

If i am following you correctly then you wanted to restrict reattachment of SLA if the AMS group reassigned to the incident. In that case you can leverage OOB field reassignment count. Reassignment count value changes [Automatically via BR] when Assignment group changes.

In your SLA you can add additional condition to existing something like below that will help you attach AMS SLA only once.

reassignment count [is] 0

OR

reassignment count [is] 1

I hope this helps!

Thanks & Regards,

Sharjeel

Regards,
Muhammad

View solution in original post

palanikumar · ‎08-07-2020

Hi,

In Start condition add one more condition

State .less than. In Progress

This will take care

Thank you,

Palani

Thank you,
Palani

Jaspal Singh · ‎08-07-2020

Hi Salu,

It is expected as the Start condition for the SLA just considers

Priority & Assignment group.

Try including condition as

Priority | is | 3 - Moderate

Assignment group | is | ABC

State | is one of | New, Draft

Any state value that your business process considers before In progress. Once done it will look for State as well before associating new SLA.

salu · ‎08-07-2020

Hello,

The issue is when ever assignment group changes the state value become assigned state.So for the AMS team also state will be in assigned state.

Which mean I cannot put a start condition like state is one of new,open

Jaspal Singh · ‎08-07-2020

New, Open are just examples you just need to pass the Start conditions to be something that never associates new SLA.

So, since you control Stop for the SLA by state condition you need something to be passed that is not satisfying the new association.