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?

[MrMuhammad · Accepted solution]

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

[salu]

Thank you very much for the help.I got this working now

[MrMuhammad]

That's great & Happy to help 🙂