SLA Configuration for incident

[ajaynalabol]

Hey Techies
Thank you for your time, would appreciate it
Can you support on the below ask, clearly please

Case 1

I have configured SLAs for one of the assignment groups, and they are working as expected. When an incident is resolved, the SLA stops correctly.

Case 2

When an incident is reassigned from Service Desk to the RDS group, the RDS SLA is triggered and functions as expected. Later, the same incident may be routed back to the Service Desk for further work.

In this scenario, the team now requires that when the incident is reassigned or reopened, the previously stopped SLA should resume and continue calculating from where it left off, instead of starting as a new SLA.

[jonsan09]

You could try setting a setting up a sepearte SLA sepcifically for Service Desk (also exlcude SD from the existing SLA definition you pictured) and having a pause condition when the assignment group is not Service Desk. It should stop when the incident is closed regardless of which assignment group the incident is assigned to. ITtshould also pick up the SLA if the incidents gets assigned back to Service Desk. 

[Tanushree Maiti]

Hi @ajaynalabol 

Configure the SLA definitions to Pause when an incident is reassigned out of the RDS group, instead of marking the SLA as Stopped or Completed. With Retroactive Start/Pause enabled, the SLA will continue from the previously elapsed time when the incident returns, rather than generating a new SLA instance.

Stop condition:

Change this condition so it triggers only when the State is Closed. This prevents the SLA from being permanently completed when the ticket is simply reassigned.

Pause condition (something like it, you can modify as per your requirement):

Set the pause condition to Assignment Group is not [RDS Group]. When the ticket is reassigned back to the Service Desk, the assignment group changes, causing the RDS SLA to automatically pause.