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 Cameron,

Is this the only solution for this? Because we have around 10-12 groups for which we need this, so does this mean i have to create those many SLA definitions!

cameronrichard · ‎08-24-2016

Hey Prajakta.

Not at this time. We are looking at ways to prevent this type of definition creation in future though!

Thanks,

Cameron

Junior4 · ‎07-26-2018

Good Morning, I have the same problem, but since I have more than 300 registered groups I need to do this dynamically, for example: when the group is different from the initial condition, it should pause the sla. Can you help me?