SLA Definitions

[karunasrikuna]

Hi , I have a requirement to create sla definitions. 

Requirement :

1 . For "testing" catalog item , there is a variable called category. Based on the category sla will be created. It means different sla durations for different categories.

When category is changed, then new sla will be created by cancelling the old sla, but it should not restart. It has to continue the business elapsed time when this is in the same assignment group.

2. When this ticket is routed to different "xyz" assignment group, it will start their sla . But when this ticket is again routed to "testing" catalog item assignment group , it will create a new sla , but it should not continue the "xyz" business elapsed time. 

It means 2 conditions in same sla

Can someone please help me on this?

[Mark Roethof]

Hi there,

Can you share what you tried already and where you exactly need help with?

[karunasrikuna]

These are the start and reset conditions . As i have enabled retroactive start and pause , the sla business elapsed time is not resetting when this ticket comes from different assignment group.

[Dr Atul G- LNG]

Hi @karunasrikuna 

Retroactive works only when the priority get changed either upgrade or downgrade. 

If you want it to make for assignment group, you need to create New conditions and or better use OLA, on that case you can track the time as per assignment group.