SLA in Subtask

[Dinonath Khan]

Hello Team,

We have a condition in our workflow where, once the parent ticket reaches the "AO-QA Approved" status, a subtask with a different workflow is automatically created.

I’ve set up an SLA named "Billing Team SLA" with the following criteria for subtasks:

• Start Condition: FO - Assigned
• Pause Condition: Need Clarification
• Stop Condition: Done

I’ve also created a specific screen for the subtask issue type. However, the SLA is not appearing as expected. Could you please advise on how to resolve this issue?

Thank you.

[Dexter de Vera · Accepted solution]

Hi @Dinonath Khan ,

Can you double check and make sure to use the proper status name in your SLA. Base on your screenshot in SLA, the start is FO - Assigned while in your ticket screenshot the status is FO - Assigneed.

Hope it helps!

[Dinonath Khan · Accepted solution]

Hey @Camilo Galleguillos 

Thanks for reaching ou!

yeah at any condition SLA is not displaying for subtask ticket if i put a condition like issuetype = "sub-task" and i tried with custom field Sub Task Ticket[Dropdown] but its not worked

I have attached a screenshots please find it

please help me on this to resolve this


 

[Camilo Galleguillos]

Hi, @Dinonath Khan

Is the SLA being set and just not displayed on the issue view, or is the SLA not being set at all?

Also, is that "Sub Task Ticket[Dropdown]" mentioned in the SLA configuration a custom field?

Best,

Camilo Galleguillos Sr. Technical Consultant ServiceRocket camilo.galleguillos@servicerocket.com Santiago, Chile