SLA Exclude

[pramn]

Hi Team , 

We have set up a SLA for one of our CSM Process , but I can see There is a 2 SLA getting Attached , I am not sure what condition exclude the attached diffent SLA .

We need to Exclude OTC resolution 

when i check that SLA , dint find what condition can be Exclude this 

Not sure about condition  to exclude this. 

Thanks for your help

[Robbie]

Hi @pramn,

Rather than exclude, you need to switch the mindset and importantly update the start conditions so that SLA’s only trigger upon certain circumstances or data points.

I notice you have not included the ‘Start condition’ tab in the image provided (which I assume is on purpose so as to not share any sensitive information etc).

To resolve your issue you need to adjust the start conditions on either one, or both, of your SLA’s and ensure they do not trigger under the same circumstance (If the 2 SLA’s should not fire at the same time or during the record lifecycle).

If it is possible that the 2 SLA’s can/could tigger independently based on data points and the record lifecycle, you will need to configure the ‘Pause condition’ or ‘Stop condition’ accordingly of whichever SLA’s needs to pause, stop or cancel.

So as to help others in the community, please mark my answer as correct and/or helpful.

Thanks,

Robbie

[pramn]

hi , 

Our condition is this 

problem is both the SLA getting attached in the same time .

[AndersBGS]

Hi @pramn ,

Look into the SLA start contions to ensure they are specific enough to only start the correct one.

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

Best regards

Anders

[pramn]

Our SLA's are the this however SLA getting attached in the same time that is why we want to exclude .