Avoid SLA breach after status change

Question

Hi All,

We want to introduced new status in workflow. But we are facing some doubts like
1)We have one custom field as Technician Office Code in which we set the value of TCS and NIA.
So let me explain these values whenever our customer raise a ticket , we set a value to NIA and when our customer assigned a ticket to us , we set a value to TCS.
So whenever their is a transition from NIA to TCS we want to changed the status.

Using that changed status in SLA configuration we want restart the SLA.
2) How we can capture the "Technician Office Code" custom field previous value and current value.
we want to use this value in above scenario

Please let me know how to achieve this

Regards,
Shejal Payer

Gökçe Gürsel {Appfire} · Answer

Hi @Shejal Payer ,

For your requirement Using that changed status in SLA configuration we want restart the SLA. you can use Time to SLA.

Time to SLA has various features to reset an SLA.

You can reset your SLA when it transitions a specific status via Reset SLA post function or you can also reset the SLA using the field change feature (when a field changes to a specific value).

You can also define different SLA that stops when a field changes to a specific value, when a date field changes to a specific value ,  status change and comment made.

Time to SLA works with Software, Service Management and Business projects.

Please let me know if you have further questions.

Regards,

Gökçe

Please note that I'm a member of the Snapbytes team.

Brant Schroeder · Answer

@Shejal Payer You will need to have two custom fields to capture the previous value.  One to hold the current value and one to hold the previous value.

Shejal Payer · Answer

Hi @Brant Schroeder

Thanks for your Response.

Please find the attached flowchart for better understanding.

Scenario 1: NIA can raise a ticket and they can assign the ticket to another NIA office
Scenario 2: TCS can raise a ticket and then TCS can resolve a ticket.
Scenario 3: NIA can raise a ticket and they can assign the ticket to TCS to resolve a ticket
For scenario 3 Technician Office code custom field is changes from NIA to TCS.So whenever their is a transition from NIA to TCS we want to changed the status.

How we can capture the "Technician Office Code" custom field previous value (NIA) and current value (TCS).

Regards,
Shejal Payer