Response SLA triggering again and again, how to stop this

[rahul67]

My Response SLA triggering again and again whenever the assigned to is empty.

the Start and stop conditions are 

there is no reset condition set.

How to stop Response SLA from re triggering after once it is completed.

[ersureshbe]

Hi, Response SLA should contain the trigger condition using the  State field.  You must configure the state as Assigned and when it changes to In Progress it should stop.

[kumar junior11]

thanks  @ersureshbe that condition is stopping sla to re trigger ,but in my case for response sla when i switch the priority it should trigger the new sla and when i switch from response to resolution , again comeback to response it should not trigger.i need one more condition for these

[ersureshbe]

Hi, when you downgrade and upgrade the priority based on that SLA attach and existing SLA should de-attach. It will happen based on your SLA definition trigger condition, pause and stop condition. For each priority you should create different SLA definition with valid start, stop and pause condition. I believe you should add priority for your start condition. State and priority fields highly playing main roles. I recommend to configure those fields and try with test tickets. It will work as you expected.

[Harish Kota]

Hi @rahul67 

Could you please share the Pause and Complete Sections Screenshots?

Thanks,

Harish Kota