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SLA and "OR" condition

Hi, In SLAs, I have two questions around SLAs:

1. I want the Time To Response to be based on one of the two conditions. Say I have two fields and if one of them is met, then the SLA is stopped.

2. Same Goal, but this time, the same field, but different values. Meaning, say I have to stop it based on different status values (Closed, Resolved, Awaiting Customer Approval). So if the issue was moved to any of those 3 status values, the SLA was met.

So in "Finish counting time when..." when I add a condition there, its an AND or and OR?



2 answers

1 accepted

1 vote
Answer accepted
Tessa Tuteleers Community Leader Oct 31, 2021

Hi @Meytal BM , 

  1. Your first question isn't quite clear to me, but you can't stop an SLA based on the value of a field?
  2. Your second question, If you need to stop the SLA on any of 3 statuses, you can add all 3 statuses as the stop condition. (Finish counting when... Entered status Closed)

If this isn't clear, please elaborate with actual examples so we get a better idea of your problem. 



hi @Tessa Tuteleers  thanks for your response. I believe you answered them both.

1 vote

Hi Tessa,

your filter would be enter status = open and criteria would be a OR statement

Column start : Enter status = open

e.g. project = field A = criteria OR field B = criteria. 

Column Stop: Chose the destination statuses.

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