Need help in SLA configurations

[Admin7267]

I have a requirement to create an incident using inbound action and set assignment group and assigned to when the inc is created. I have tried multiple configurations, but response SLA is getting created and not stopped as it has met both start and stop conditions.

Start condition - Assignment Group is ABC

Stop condition - Assigned to is XYZ

When the incident is created, we're setting assigned to as well, so there's conflict b/w start & stop conditions
That's why I'm looking if there's any other way to sort this out

How can start and stop the SLA when the inc is getting created(inc will have both assignment group & assigned to)?

[Ankur Bawiskar]

@Admin7267 

if your SLA start, stop conditions are configured correctly and the inc you are creating is with proper condition matching with SLA then it will start.

Did you check that?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Admin7267]

Thank you @Ankur Bawiskar for your response.

Start condition - Assignment Group is ABC

Stop condition - Assigned to is XYZ

When the incident is created, we're setting assigned to as well, so there's conflict b/w start & stop conditions
That's why I'm looking if there's any other way to sort this out