SLA

[shashi123]

Hi Community,

Why do we need to cancel SLA in any specific real time. If anyone aware about please share real time scenario.

Thanks In Advance.

[Dr Atul G- LNG]

Hi @shashi123 

SLA get ca based on the condition which you mentioned in the SLA definition. As the Incident priority gets changed now you want to attach a new SLA and wish to cancel the old SLA. The system will cancel the old sla according to the conditions. Manually we can't cancel SLA.

[Amit Pandey]

Hi @shashi123 

In addition to @Dr Atul G- LNG Sir, when any ticket moves to canceled state, you don't require SLAs. So for this you can define the cancel condition in SLA definition table, 

[Dr Atul G- LNG]

Hi @Amit Pandey 

Yes, but cancel is state and once record is cancel, the attached SLA will get cancelled and that we need to define in SLA definition 

Hope it clear or still have question, please ask.

[Amit Pandey]

Hi @Dr Atul G- LNG 

Exactly Sir, thanks for making it clearer.

Regards,

Amit