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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prajaktanaik · ‎08-24-2016

Hi Shelby,

I tried by using or operator but the SLA gets attached in paused stage itself.

prajaktanaik · ‎08-24-2016

Hi Cameron,

I tried the by changing the SLA cond type to Simple which works. But the pause condition as below does not fulfil my requirement. If i raise an inc with assignment grp as Service Desk, the below SLA gets attached properly. But when i assign the inc to Service-Now admin group it should be paused which is not happening by below conditions. If I use "or" operator then the SLA is attached with paused state itself.

cameronrichard · ‎08-24-2016

Hello Prajakta,

To confirm, you want the SLA to pause when it's assigned to Service-Now Administrators or not pause?

As per your screenshot, your SLA is setup to pause when the assignment group is not Service-Now Administrators and not Service Desk.

Thanks

Cameron

prajaktanaik · ‎08-24-2016

Hi Cameron,

I want the SLA to pause. For example, if i create an inc with assignment grp as Service desk then in this case if the inc is passed on to Service-Now admin, it should be paused and vice versa of this example.. i.e if inc is created with assignment grp as Service-Now admin, it should be paused when the inc is passed on to Service Desk.

cameronrichard · ‎08-24-2016

Hi Prajakta,

Got it. You aren't going to be able to do it with one SLA, it is going to have to be two.

You will need to include Service-Now Administrators in the start condition and Service Desk in the pause condition of the first SLA. Then create a new SLA with the groups swapped around.

SLAs don't currently support the advanced condition operators (changes from, changes too, changes...) which would have allowed you have one definition to handle this scenario.

Does that help?

Thanks,

Cameron