SLA Pause Conditions Issues

[shelbycox]

I've been having an issue with the Pause Conditions on SLA Definitions. The SLA needs to allow for starting when a ticket is assigned to a specific set of groups, and pausing when it is no longer assigned to one of those specific teams or if the state is in pending client. Currently, my solution is to do the obvious thing and use the "or" conditions for if it is not one of the groups. This results in the SLA always being paused even when the assignment group is one of the defined groups. Is there another way to do this that I don't know about?

[Deepak Ingale1]

There is a simple thumb rule

1) Your start condition should always be true through out the life of SLA. else it will be cancelled out. Now in your case, since start condition contradict the pause one, it must be cancelling. In ServiceNow system, there are two script includes which drive the SLA.

http://wiki.servicenow.com/index.php?title=Modifying_SLA_Condition_Rules#Default_SLA_Condition_Rules

SLA Status on Reset - Complete vs. Cancelled

[cameronrichard]

Hello Shelby,

Are you using the 2011 SLA Engine? As long as you are using 2011 you will have the option to change the Condition type for the Definition you're working on. Simple condition types will allow an SLA to pause even if the start condition does not match. By default for instances on Geneva or before, SLAs will cancel if their Start conditions do not match. The Condition type field is not on the form by default, you would need to add it and then update your Definition to use Simple.

In your use case, the Simple condition type will allow your SLA to pause when the assignment group changes (to one not listed in your Start condition) and not cancel.

The rest of your conditions look ok but they are cut off so I can't be sure.

I've attached the conditions I used to test the issue:

Thanks,

Cameron

[prajaktanaik]

Hi Cameron,

The condition type will be applicable for all the SLA definitions or only the one in which we will change it to simple?

[cameronrichard]

Hi Prajakta,

Only this SLA Definition that was changed. All others will remain unchanged.

Thanks,

Cameron

[shelbycox · Accepted solution]

Hi I was able to get this fixed using the many different groups. It had to do with the pause condition, we ended up changing the definitions again months later, so I don't have an records or screenshots of that fix. If you are doing like I did in your pause condition where assignment group is not Group A, "and" assignment group is not Group B, and so on. It sounds odd but try using "or" pause condition should read assignment group is not Group A, "or" assignment group is not Group B. Looks odd but the system understands it because you won't have the case where assignment group is Group A and Group B.

TLDR: Use "or" not "and" in your pause condition