Joint working of SLA

[Viktoryia K_]

Hi all!
Our project has 4 types of SLA that we have configured. There is a "Resolution Time" SLA and a "Client Response" SLA, the second SLA comes into effect under the following conditions:
status = "Client Response" AND ("Request Type" = "Other (***)" OR "Request Type" = "Problem (***)") OR priority = High OR priority = Highest.

We want the Resolution Time SLA to stop only when the conditions from the Client Response SLA are specified in the Client Response request type, in all other cases the Resolution Time SLA should not stop.

I hope I explained it clearly, thanks for the ideas!

[Vishal · Accepted solution]

Hi @Viktoryia K_ 

I don't think you can stop SLA based on custom conditions like yours, you can stop/pause the SLA using only out of the box conditions which are provided. Also, I don't think there is way to condition SLA based on some other SLA at this moment in JSM.

You may want to check marketplace to see if there is any plugin which allows you to do that.

Hope it helps.

[Viktoryia K_]

@Vishal Hi! 
thanks for the info...