How to set up Response SLAs - OTB

[Magda13]

Hello!

I need an advise on how to properly set up Response SLAs so it's as much OTB as possible.

My customer has several response SLAs set up this way: 

- Start condition: active = true

- Stop condition: state = in progress or state = resolved

When the incident changes state to 'in progress', the SLA is completed, as expected.

The issue with this setup is that after an incident changes state to 'on hold', a new SLA is attached to the incident. I assume it's because the stop condition stops applying, but the start condition remains true, so the SLA is attached.

I thought about changing the start condition to: state = new instead of active = true, but this is also not quite right - the technicians usuallly create an incident and assign it to themselves, so the state changes to 'in progress' automatically and no SLA is attached. 

Thank you in advance!

[Mark Manders]

You want to add a Response SLA to any ticket that needs to have that. You will get a lot of questions if you don't have both a response and a resolve SLA, because the numbers will be different. The question 'why do we have 150 incidents with a response SLA and 230 with a resolve SLA' will cause a lot of time investigating (especially when something seems off somewhere).

Why not place them in 'pause' state until they are closed? That will also benefit reporting (you will be reporting on the same ticket for both response and resolve SLA's, even if the resolve is in a different reporting time.  

If my answer helped you in any way, please then mark it as helpful. If it resolved the issue, please mark it as correct.

Mark

[Magda13]

Hi @Mark Manders 

Thank you for the assist.

Do you mean the response SLA should be put in hold until the incident is closed? What conditions would you use?

[Mark Manders · Accepted solution]

Start condition: active = true

Pause condition: assigned_to is not empty (or state is not new)

Stop condition: active = false

Personally I don't really like the immediate assigning on creating a ticket and setting the state to in progress, but I understand not being able to go around that. 

[Gunjan Kiratkar]

Hi @Magda 

The most important start condition is Assigned to is empty and Stop Condition is Assigned to is not empty.

You will mostly have to take care of these 2 conditions in response SLA.

Regards,

Gunjan Kiratkar