SLA Conditions Fix

[solutioningnow]

Hi All,

I am facing a challenge in addressing a requirement which seems to be very common but still no solution for it. I have requirement on SLAs where an assignment group is reassigned the ticket it should start from the interval where it stopped earlier, but as i see the definitions the SLAs get cancelled as soon as the new assignment group is assigned to the ticket.

Observation: The start and pause conditions both are having a common field "assignment_group" which is causing the SLA to get cancelled, i somehow need to make the first assigned group to be paused until it is reassigned.

Any help would be highly appreciated.

Thanks !!

[hslau]

Hello.

What is the exact logic you are using for your start and pause conditions?  

One tip I can give you is that there is a "Retroactive start" checkbox. If you check that, when your first SLA is canceled, and a new one is created, the new SLA will use the time when the incident was first created. That may help you track the correct SLA duration.

Regards,

Helen

[Subhajit1]

Hi Solutioner,

SLA is so configured in Service-Now, that if you change any of the Parameters from the START condition, the SLA would get cancelled. I suppose your START condition is Assignment Group IS ABC and PAUSE condition is Assignment Group IS NOT ABC along with other conditions.

This is the same reason why on Changing Priorities, the earlier SLA gets cancelled.

There is no way you can configure it the way you want here.

Thanks,

Subhajit

[solutioningnow]

Hi Subhajit,

Exactly my condition or requirement is like the one you have mentioned.

But it is not getting cancelled on changing of the priorities but it is getting cancelled out on changing the assignment group that is the challenge. If it cancelled out due to change in severity then it is okay,   but it is getting cancelled out on changing the assignment group, though it is fulfilling the pause condition criteria, that is something strange which made me post this question.

Any idea on that ? I am attaching my start and pause condition snapshot here

[Subhajit1]

While evaluating the SLA Pause conditions, the SLA Engine first checks the SLA Start Condition. If it finds any changes on the SLA Start condition which is there in the SLA Pause condition, the SLA would be cancelled out.

When we initially faced this issue, we raised a HI ticket and the HI team reply was that it is the normal behavior of the SLA Engine. I am afraid yo cannot do much about this.

Thanks,

Subhajit