SLA Complete through business rule

[shravan3]

Hi,

We have a requirement to move the incident state to inporgress when an ITIL user is creates the ticket.

We have written a business rule on incidnet table . But It is not working, this business rule is conflicting to attach SLAs to the incident .  

Next we have written on Task SLA table on insert of SLA , moving state to In progress. This is working but it is also conflicting to OOB business rule

"Run SLA" and SLA is moving to complete state.

Please let me know how to move the state to Inprogress when an ITIl user creates the ticket.

Thanks & Regards,

Shravan Kumar

[Alikutty A]

Hi Shravan,

What is your start condition on SLA? If you need to start SLA when incident is created and also change the state to WIP then cjeck the retroactive start and set start to Created date on SLA.

Thanks

Please Hit like, Helpful or Correct depending on the impact of the response

[shravan3]

Hi ,

SLA definition is as follows

Start :

Prioirty is 3-moderate

state is New

Assignment group is not IT support

Stop:

State is not New

State is not pending

Pause:

state is pending

Condition type :

simple

Please check the above SLA definition

Thanks & Regards,

Shravan Kumar

[Alikutty A]

If you are creating the incident in WIP state, why can't you change the start condition of SLA to State is WIP? What difference does it make with the State is New condition on SLA?

Thanks

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[shravan3]

Hi,

Requirement is when only ITIl role user creates the ticket then only Response SLA should complete and moved to New to Inprogress state.

If ess user creates the ticket then ticket should be created in new state and Response SLA should be in inprogress state .

Please let me know how it can be achiieved!!

Thanks & regards,

Shravan Kumar