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 !!

[solutioningnow]

Hi Subhajit,

Thanks for extending the knowledge. I am also aware about that logic of start condition not meeting and cancelling out the SLA, i was just evaluating the OOB scripts managing that "Process SLAs" is one business rule that manages it we can alter that code and avoid cancelling the SLA.

The challenge here again is that we can do this only on SLA engine running on 2010 and my instance is running on SLA engine 2011. I am not sure about the consequences of reverting back to 2010 and so i am cautions and looking suggestions or guidnace on that.

Thanks !!

[solutioningnow · Accepted solution]

Got my solution on this link

https://community.servicenow.com/message/663150

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/