I've configured the SLA's where in the ticket moves to certain stage SLA stops and when the ticket moves back to it's previous status then the SLA begin again.
Can anyone let me know how to prevent the SLA from being restarted.
Regards,
Chethan
Change your ‘Start when’ parameters. Please share what you have currently if you need further assistance.
Hi Jack,
As you can see in the below screenshot my SLA will start when ticket moves to AWS support and once it's moved to Scheduled Activity status, my SLA should stop and in that Scheduled Activity activity status user gets two options 1.Approve 2. Reject,
If reject it comes back to AWS Support and if rejected it will continue to rejected state.
But when approved and it comes back to AWS support the Stopped SLA will start fresh and i don't want that to happen.
From what i am reading here your workflow seems confusing. Regardless, if you want an SLA to begin where it left off you need to use Pause and not Stop. So maybe Scheduled Activity is a Pause. If rejected it should go to Closed and if approved it would start again. It would take more discussion on your WF and process requirements to be able help reengineer this TBH.
on a different note...I assume "AWS-Support" is different than "AWS Support". Seems odd you have the two statuses one being where it starts and the other where it stops.
Yeap "AWS-Support" is different than "AWS Support".
But my client wnts the SLA to be stopped and should not start again so what i have done is
Let me know if there is another way to get this done instead of making my flow complex.
Regards
Disclaimer: the following contains my opinions here so please take it FWIW.
........
wow! that is a complex WF to be sure. I would certainly try to simplify if at all possible. Where possible use the All transition and only use direct transitions where you must have order restrictions. The use of the same name more than once w/ only a "-" distinguishing the two is not ideal and arguably bad.
You mention the client wants the SLA to stop but, with few exceptions, the only time an SLA should stop is when an issue is in a status category of Done. In your WF this is either Rejected or Closed. If you want an SLA to start over then this will occur if transition from the Stop (closed, rejected) to the Start (create, reopened, etc). If you want the SLA to begin where it left off then you must use Pause.
i hope this helps.
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