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How to stop the SLA from being restarted

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.




1 answer

1 vote
Jack Community Leader Aug 22, 2019

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.


Like chethan_gr likes this
Jack Community Leader Aug 22, 2019

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.



Like chethan_gr likes this
Jack Community Leader Aug 22, 2019

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.

I did suggest them about pausing the SLA but they are not ready for that . SLA should be stopped. So i had to pick this approach

Like chethan_gr likes this

There are certain actions which has to be performed by certain users at every stage and i can't go with all transition

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Jack Community Leader Aug 22, 2019

my question would be - Why? What do they think stop means? In what you have shared here it seems to me you have a status "Scheduled Activity" in a 'done' category when in fact it is anything but done. It is a status where someone must make an approval decision. To me that is an in progress status but arguably it can pause an SLA while awaiting the approval. I think some salesmanship is needed w/ the client here.

again...JMO :-)

We have standard SLA of 4Hrs and there will be some requests which cannot be completed in those 4 hrs and those kind of requests will not come under SLA and the SLA has to be stopped for those requests.


These kind of requests are one in 10 requests not frequent.

Like chethan_gr likes this
Jack Community Leader Aug 22, 2019

the SLA time goal is controlled under the goals. you can set up different rules (time allowance) using different goals based upon some field (priority, label, etc.) You do not have to and should not use Stop to work around these exceptions. Moreover the whole idea of Pause is to accommodate for such exceptions. For example, we have a Hold status in one IT project where the issue Pauses to accommodate the fact that something (new PC) is one order.

Yes but in my case it's different once the ticket comes to scheduled activity status, it again goes for Approvals and to support team where the SLA starts and pause

Like chethan_gr likes this

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