Create SLA only for a new incident record.

[siva ram1]

1.SLA is attached when Incident is saved as to be worked.

2.SLA is set to complete when the Incident is saved in any other State other than To be Worked and Cancelled.

3. If by any chance the incident goes back to "TO be worked"(start condition of SLA is met) new SLA should not be created.

Your suggestions are appreciated.

Thanks,

Siva ram.

[Michael Fry1 · Accepted solution]

Create a checkbox, ie SLA stop, add a business rule when State moves from start condition that sets the checkbox to true. Use that in your start conditions, SLA Stop is false.

[Robert128]

Hi Michael,

I can see how this might work, but it does have the pretty heavy drawback of not being able to be used with SLA Repair.  Is there a way to do the same retroactively?

BTW, I'm actually leaning towards not doing this at all and instead just scripting the deletion of existing duplicate SLA.  In other words, if the same SLA is qualified for again it would create the duplicate SLA, but then remove the pre-existing one to avoid the duplication. I can't think of a downside to this approach unlike my alternate ideas...

Thanks,

Robert