SLA

[SaswatiC]

Hi All,

Kindly help to understand how SLA task should ideally be calculated for Problem tickets when a Problem gets reopened and reworked to provide fix.

Thanks

[Dr Atul G- LNG · Accepted solution]

Hi @SaswatiC 

In this case you need to create a new SLA where start condition something state changes from closed / Risk accepted and then SLA get attached. 

[SaswatiC]

Thanks Atul, it was helpful. Would like to know in this case when new SLA gets attached when Problem is reopened ideally old SLA should be cancelled right ? Can the first SLA get auto cancel if the problem reverts to fix in progress again?

[Dr Atul G- LNG]

Hi @SaswatiC 

To cancel the 1st SLA, you need to define the conditions in reset / stop tabs. If condition matches 1st sla get cancelled. 

[SaswatiC]

Thank you for your help on this.