SLA Canceling when pause condition met

JJ1
Kilo Guru

‎12-11-2015 05:34 PM

Hi All,

For P1 incidents ,I have a choice field 'rca_status'   which is set to a value from 4 choices based on if a specific attachment file is added to the Incident at the time it is resolved.The script to set the choice field to the value based on attachment is there or not is working fine and sets the value properly.

The problem is with the SLA, As per the requirement ,this SLA has to start when the choice field value is "Pending"...The SLA should pause when the value is "Ready For Review".The SLA will stop when the value of this field is "Accepted" , The SLA should resume from Pause when the value is set to "Under Review"

During my testing,I found that the SLA is not pausing ,It is cancelling when the value is   "Ready For Review" which is my Pause condition.I have removed the pause condition and tested to discover that the start and stop conditions are working fine.The problem is when the pause condition is added.

Please note the ticket will be in resolved state for the above requirement and this specific sla is not based on ticket resolved status.I am not sure what is wrong.Any ideas?

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Michael Fry1
Kilo Patron

‎12-11-2015 06:23 PM

There have been several post about similar issues but I think your start condition should always be true through out the life of SLA. Otherwise it will cancelled the SLA. Here is reference SLA Status on Reset - Complete vs. Cancelled


vishnup
Tera Contributor
In response to Michael Fry1

‎06-14-2016 08:37 AM

Yes, this works.


Start condition must be always true throughout the sla


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Tanaji Patil
Tera Guru

‎12-12-2015 12:57 AM

Hi Jeevan,



I guess your SLA is meeting pause condition again when its already paused. This is common issue faced while configuring SLA which leads to SLA cancellation. 'SLAConditionBase' is the default SLA condition rule and in it if your meets pause condition being already paused, the SLA will be cancelled.



Please check below links for flow diagrams-


http://wiki.servicenow.com/index.php?title=Modifying_SLA_Condition_Rules#gsc.tab=0


Defining an SLA - ServiceNow Wiki



To avoid this issue I would recommend you to change your SLA condition rule to 'SLAConditionSimple'. This should solve your issue.



To change the default condition rule(SLAConditionBase) to 'SLAConditionSimple' follow below steps-


1. Go to Service Level Management > SLA Properties.


2. Find this property - "The name of the Script Include class that will be used to evaluate SLA Conditions for the 2011 SLA engine (use to override with your own extension of the SLAConditionBase class)"


3. Change its value to SLAConditionSimple



Thanks,


Tanaji Patil



--Mark correct/helpful if it helps solving your issue.


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