SLA in Subtask

Question

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.

Dinonath Khan · Accepted Answer

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

Dexter de Vera · Accepted Answer

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!