SLA Conditions query

[Chaitra10]

I need a response SLA to attach to the FIRST response only; however my response SLA is attaching every time the start condition is met (again) How do I get a Response SLA to complete the first time and NOT reattach?

The Response SLA is set to STOP when the Assigned to 'is not empty'; however, if the ticket is moved from an assigned to agent and made empty once again the SLA reattaches.

Any help would be appreciated.

[Bhavya11]

Hi @Chaitra10 

can you remove active false in SLA Stop condition and add only assigned to is not empty. and please recheck

Please mark helpful & correct answer if it's really worthy for you.

Thanks,

BK

[Alp Utku]

Active is false seems to bee problematic. I also would add State conditions to stop SLA like State is not New

[AndersBGS]

Hi @Chaitra10 ,

Instead of having the stop condition, then move the stop condition to the pause condition without resume. Afterwards create a stop condition for when incident is closed. By doing this, you will have on SLA attached, as no other SLAs will be attached while in pause. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Chaitra10]

I have added below conditions.

SLA gets paused when an agent is assigned to an incident.

But when I remove the agent name and save the ticket under same group, the SLA will go back to in progress state.

When assigned to a different resolver group, SLA is getting cancelled.

Could you please help me here.