SLA Definition

[tushar_ghadage]

Hi All, 

I have created response and resolution sla based on our requirement here

start condition for my response SLA when state is in pending and stop condition is state is in work in progress,

& as per the req pause condition for my resolution SLA is pending as well

so i am changing the state from work in progress to pending resolution sla is paused but response is triggered 2nd time I don't want to trigger my response sla 2nd time. 

any can help here? how to achieve this??

thankss !!

[Uncle Rob]

But your start and your pause conditions are same.  So when your Task goes into a state of Pending it MUST start a new SLA record.

In plain language, what is your SLA supposed to measure?  From there we'll deconstruct its real start & pause conditions (because they should never be the same)

[J Siva]

Hi @tushar_ghadage 
Try the below config..
The SLA instance will be paused when the state is updated to 'In Progress'. If the state changes back to 'Pending', the SLA clock will resume.

Response SLA:
Start condition: State is Pending
Pause condition: State is work in progress
When to resume: Pause conditons are not met
Stop condition: State is closed complete

Regards,
Siva

[Alok Gupta5]

Hello Tushar,

As you have mentioned that you are changing the state from in progress to pending again and your response SLA start condition is when state is pending then attach to the task.

Thats why it is attaching the SLA again.

if you don't want the SLA to be attached again and again for whenever state changes then change the start condition of the Response SLA. Like if State is pending and pending reason is not blank something like that.

you have to put combimation of state and other field in the start condition.

Regards,

Alok Gupta