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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shelbycox · ‎08-11-2015

That is the normal way I'd do it. Unfortunately, the "is not one of" condition is not a choice.

Mike Allen · ‎08-11-2015

Yeah, I was surprised at that, too. That is why I had to make the huge AND statements. I am looking at the pause/unpause vs. cancel thing.

Mike Allen · ‎08-11-2015

I think it should not be cancelling and should be restarting. Unfortunately, I have no visibility into your instance. It may be best to open a ticket with HI about this and have them see what is going on.

prajaktanaik · ‎08-23-2016

Hi Shelby,

I have the same issue. Did you ever figure out how to achieve this?

Michael Fry1 · ‎08-21-2015

Wouldn't your pause statements also be - or's?