SLA Response

John H1 · ‎10-18-2023

I need to know what the triggers are for SLA Response.

Obviously, the start condition is when the incident is created.

What stops the Response clock?

AndersBGS · ‎10-18-2023

SLA definitions is where the start, pause, stop and reset conditions is set:

You can see under each SLA why type/target it is (response/resolution) and also which conditions is set to control the SLA:

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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

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TinaHigginson · ‎10-18-2023

Thank you for answering, you made my day. I appreciate you sir for helping me out.

AshishKM · ‎10-19-2023

Thanks for replying and marking it as helpful, happy to see that it helps you.

Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution