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!

[Magda13]

Hi @Gunjan Kiratkar 

Thank you for the reply, but what if someone  assignes the ticket to themselves upon creation? The response SLA will not be attached in this case.

[Gunjan Kiratkar]

Correct. Because in this case the assigned to is present at the time of ticket creation.

If you want to still attached that sla then you can write conditions as below:

Start condition: active true + your own condition

Stop condition: assigned to is not empty

So that your response sla will get attached and will  show status as completed.

Regards,

Gunjan