SLA attaching multiple times to a ticket

[dbettwy]

I have created an SLA that measures the amount of time from when an Incident is Opened until when the Incident is Resolved. I am finding that if a qualified ticket is Resolved, then Re-opened and Resolved again, that the SLA attachs itself a 2nd time to the ticket. This throws off my reports against this SLA because now this particular ticket is being counted more than once and has multiple Business Durations. Has anybody heard of this happening, and how has it been handled? Or maybe I'm doing sometihng wrong with the SLA. Any assistance from the community would be greatly appreciated.

[cwilker10]

This is actually very common. One thing to think about in your condition is that you can view the "Start Condition" as "Start and Continue" condition. The logic gets a bit tricky, but you can work with the Start Condition and make it only fire once.

[dbettwy]

Thank you, Chris, for taking the time to respond. I am not immediately sure how I would "work with the Start Condition and make it only fire once" but I will do some poking around. I am not sure if my SLA is re-attaching itself A) at the point that the Incident gets Re-opened or B) when it gets Resolved for the 2nd time.

[Nitin_NOW]

Have you ever got the solution for this kind of issue? I have been asked to implement something similar so that same SLA does not gets attached if the start and stop conditions are met again? My team only wants to see the SLA only once irrespective of how many times the conditions are met on a ticket. 

Please share any thoughts if you have found something.

Thanks in advance.

[p_espinar]

The key here is to set to pause SLA when resolve, not to stop it. Only stop with active = false.

Un saludo,
Pablo Espinar
Consultant at Econocom Spain

Please mark this response correct if I've answered your question. Thanks!