Response SLA not getting attached to Incident.

[Ayshee Chattopa]

Hi All,

I have a requirement where I need to attach my Response SLA to incidents when State = 'New' or State = 'In Progress'.

Below is my SLA definition:

      

However, it is not getting attached as expected. Can anyone please help me on this.

Thanks,

Ayshee

[Ct111]

Condition seems to be sufficient to attach SLA,

crosscheck wheter you are actually doing the below settings for attaching SLA in  INcident 

Active is True and Priority is 4 and State is New

or

Active is True and Priority is 5 and State is In Progress

or 

Active is True and Priority is 4 and State is in Progress

or 

Active is True and Priority is 5 and State is New

Mark my ANSWER as CORRECT and HELPFUL it is helped.

[Brian Lancaster]

I'm not sure I follow your start condition.  This is typically how I have setup a response SLA.

Start Condition:

Stop Condition:

[Tommy SN Sahlin]

Hi Brian,

there are many different definitions of Response time, some clients define it as the time from when the incident is first registered until the time it changes status to something (although I agree your definition is more meaningful from a customer perspective).

cheers  /Tommy

[Tommy SN Sahlin]

Hi Ayshee,

for one thing, you have a Start Condition saying State is In Progress and a Stop Condition saying State is not New. These contradict each other. Stop Condition is evaluated first. An incident with State = In Progress fulfills your Stop Condition "State is not New" so in that scenario the SLA will never kick off.

Also, just as a comment, in your Stop condition you are using "Incident State" rather than "State". It will work the same with both, but "Incident State" is legacy so it would be better to use "State" instead.

hope that helps  /Tommy

[Tommy SN Sahlin]

Hi Ayshee,

did this help you out? If so, please mark my reply as Helpful or Correct.

cheers  /Tommy