Response SLA keep on triggering when the condition met

[salu]

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?

[Tony Chatfield1]

Hi, I think this is correct OOB behavior.
If AMS team always set the task to in progress? then add a start condition for all state values before in progress. Otherwise you will need to look at either adding a field on the task table to track AMS team response IE flag a bool field true the first time they are assigned a task and include the bool field = false in your start conditions. Or look at a customized SLA condition type script, so you can include a check for existing versions of the SLA.

[salu]

Hi,

I have added a boolean field and write business rule after update when assignment group is AMS make it true.

In SLA,I have added a condition to start from boolean is false.

An incident first assigned to Infra and they transfer to AMS,as per BR boolean become true so start condition will not met 😞

(function executeRule(current, previous /*null when async*/ ) {

current.u_response_sla = true;

current.update();
})(current, previous);

[Tony Chatfield1]

Hi, you could try changing the run order of the BR so that it is triggered after the sla engine. Assuming you are not using the legacy '2010' engine? I think this is the SLA BR and it runs at order 101 - but recommend you check functionality to confirm.

/nav_to.do?uri=sys_script.do?sys_id=6cdfa0737f0000016f6bc23171995b41

While this should work, the need to update the task with an after BR is not very efficient or best practice (nor is SLA monitoring of a specific group) and perhaps a process review is the best way forward. Otherwise you should be able to do something with customized 'SLA condition type' scripts, but this may require considerable investigation\work.

[Madhav18]

Hi Salu,

You can keep below conditions as Start Conditions for your Response SLA:

• Priority is Moderate
• Assignment Group. Group Category is AMS
• State is Assigned

Optional: Also include Active is True in Start conditions.

Use the below as Stop Condition:

• State is not Assigned.

Note: If you have more state values to be considered for start condition use "is one of", like state is one of New, Assigned. And in stop condition use remaining states like State is one of In Progress, Closed etc.

If it helps, please mark ✅ Correct and 👍 Helpful.


Thanks & Regards,
Madhav.

[salu]

Hello Madhav,

My challenge here when incident an incident created it will assign to Service Desk which is infra team,they will assign it to AMS team and state become assigned now.

• Priority is Moderate
• Assignment Group. Group Category is AMS
• State is Assigned

When service desk assign to AMS team automatically state become assigned so my AMS SLA will not trigger here..