Task SLA only shows the "Resolution" target.

[Elton2]

Hi everyone, good afternoon! How are you all doing?!

I created a Task Response (img_01)

When the user fills out the Task Response, for priority 2-High and submits it, in the backend it should appear in the "Task SLAs" related list as "Response" first, because the order this is lower, however it is showing "Resolution" (img_02)

1) I created a Target Definition SLA RESPONSE with the following conditions (img_03)
**Initial Condition**
-If the company is ..."
-If the priority is "High"
-If the status is one of "New" or "In Progress"
-Assignment Group is not ....
- Retroactive start is "true"
-Set Start as "Created"

**Stop Condition**
The status is not "Resolved" or "Closed" (img_04)

2) I created a Target Definition SLA RESOLUTION with the following conditions (img_05):

Note: In the backend, even I After entering the company name, assigning it to a group, and saving, the TASK SLA shows 2 Target Resolutions (img_07), even though I changed the Response order to lower.

I'd like to know if anyone has experienced this before and if they could give me some advice? I've already looked at the documentation and other suggestions in the community, but I haven't been able to resolve this issue!

Thanks!

[Aditya_hublikar]

Hello @Elton2 ,

 In  image 7 there is no any response sla , can you please attach response sla working image .In your response sla ,When you check retroactive start sla start its timer in background and get attach only when start condition met . I think  your stop condition is like state is one of resolved or cancelled .

[Elton2]

@Hi @Aditya_hublikar , how are you?!

The SLA task "Response" only appears (img_8) when I fill in the "Company", "Assignment Group" and "Assigned to" fields.

Note: The stopping condition is as follows: the status is "Resolved" or "Cancelled" (img_9).

Thanks again! 

[Aditya_hublikar]

Hello @Elton2 ,

 What the issue here ? can you please elaborate .

[Elton2]

Hi @Aditya_hublikar 

Because the  SLA task "Response", only appears, after I changing the fields: "Company", "Assignment Group" and "Assignment to".

Note: SLA task "Response", needs appear after the INC is submit.

Thanks