SLA Modification

Tamara Alvarez · ‎02-09-2024

Hello,
It is happening to us with the SLAs for helpdex that every time it is assigned or something it is jumping the SLA again from scratch.
We are requested that the SLAs for the helpdex only jump once.
How could we solve this?

Dr Atul G- LNG · ‎02-09-2024

Hi @Tamara Alvarez

Is reteroactive is true? Please share the SLA snippet.

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AndersBGS · ‎02-09-2024

Hi @Tamara Alvarez

What do you mean by "assigned or something it is jumping the SLA again from scratch" and "SLAs for the helpdex only jump once"? jumping?

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

best regards

Anders

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

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

Subhashis Ratna · ‎02-09-2024

Hello @Tamara Alvarez

I assume you're referring to the Resolution SLA. If the SLA keeps reassigning from scratch, it indicates that the starting condition of the SLA is being met.

For clarification, could you please attach a screenshot of that SLA?

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

Warm Regards

Subhashis