SLAs issue. Resolution SLA is getting cancelled automatically

[Vaishnavi35]

Hi ,

I have created 4 response and resolution SLAs. Our stakeholders want both SLAs to start at the same time.

Once the response SLA is achieved (when state is active), the resolution SLA is getting cancelled, it should just continue running.

Stop condition,

Pause condition,

Help with that please?

Thanks,

Vaishnavi

[johnfeist]

Hi Vaishnavi35,

I recently set up something similar with no issues.  It's hard to tell a lot from what you've included in the description and screen prints.  Have you confirmed that the issue is not in your stop condition?  Is the item remaining with the same group?  If not, have you turned on Retroactive start?  Finally, and I know that this is a long shot, do you have any business rules that are doing the cancel?

[Vaishnavi35]

Hi,

Remaining in the same group as in?

A ticket is created in New state automatically assigned to a group(category and subcategory), both response and resolution SLA's are created at once.

When I acknowledge/active the ticket, response SLA is moving to achieved, resolution SLA is getting cancelled, it should be in "In Progress" . 

No assignment group change here. If changed , the assignment group changed if its under any SLA that should trigger. If under the same SLA it should continue being in "In Progress".

Thanks,

Vaishnavi