SLA's are not kicking off if start and stop conditions are met together

[youngistan]

Hi,

I have implemented some SLA's as per the requirement.

But, sometimes when Start and Stop both conditions are met at the same time, SLA's are not kicking off.

I am not able to resolve this issue.

Can anyone help me on this?

Regards,
Youngistan

[zachkenyon]

I had the same problem. Here's a prior post which helped me understand the situation:

SLA Problems

If you are using the 2011 SLA Engine ( you can check in Service Level Management > SLA Properties ) you can use SLA Condition Rules to change it so that if the start & stop conditions are met at the same time, it still attaches and SLA.

[youngistan]

Hi,

Thanks for your quick help.

But still after creating SLA condition rules, it attach SLA but it keeps attaching even if you just update description of a ticket.

And to stop this, i added restrictions to exceute once only if SLA already exist.

But, now the problem is when condition is again met after several rounds in ticket, SLA's are not getting kick off again due to my conditions.

😞 😞

[zachkenyon]

I don't have much more info to offer - we haven't implemented that yet because we're still on the 2010 SLA Engine, and I haven't had time to test what migrating to the 2011 engine will do to the customized SLAs we have for interfacing with a third party vendor.

[#5]

SLA Condition Rules may be the answer, but you wouldn't need to write your own in this case.

SLAConditionSimple (http://wiki.service-now.com/index.php?title=Modifying_SLA_Condition_Rules#SLAConditionSimple) should be all that you need to Start and Stop straight away.

But then you have an interesting problem, because as you seen if you immediately Start and Stop the SLA then there's nothing to stop it Starting and Stopping next time around either (how would/could it know?). May I suggest changing your Stop condition to a Pause condition, and reconsider your Stop condition to something genuinely meaning "finished"?