SLA Pause Conditions Issues

shelbycox · ‎08-10-2015

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?

shelbycox · ‎08-23-2016

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

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Mike Allen · ‎08-10-2015

What if you listed it out as Assignment Group is not A and Assignment Group is not B and Assignment Group is not C and have an OR condition for the Pending state. Akin to this:

Or, is that what you have? Can you post a screenshot?

shelbycox · ‎08-11-2015

I'm currently doing the opposite way around and using a bunch of ors I'll try out what you suggest and let you know how that works out.

shelbycox · ‎08-11-2015

You suggestion does stop the constant pausing of my SLA here is what it looks like at this time, however, when the assignment group changes from say Backups Team the SLA is cancelled instead of paused, even though that is set up in the pause condition. If this ticket where to move from group A to group B, and be reassigned back to group A it would be ideal to just continue where the last it left off.

shashankjoshi · ‎08-11-2015

Hi shelby,

rather than adding "and" conditions for all assignmenet groups in pause condition, use "is not one of" condition and select all applicable groups. then add "or" add state is "Pending" condition.

Regards,

Shashank Joshi