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SLA doesn't change when changing the issue type

Hi,

We have set up SLA in our service desk project and the SLA are set up different for each issue type. This works as it should when the issue is created on a specific issue type, but if we change an issue from one issue type to another, then the SLA is not changing with the issue type.

For "Incidents" we set up "Time to first response = 7:30 hours", but for "Service Requests" there are no SLA for "Time to first response". If I create a "service request" and then change it to an incident, the SLA for "Time to first response" doesn't apply. If I create an "Incident" and change it to "Service Request" the SLA for "Time to first response" doesn't go away.

Sometimes it just stops working all together.
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2 answers

0 votes
Dirk Ronsmans Community Leader Oct 07, 2020

@Bjarke Røjgaard Jensen ,

could you share your SLA configuration? Mainly your goals here would be helpful.

Afaik, the trigger itself isn't a factor when moving to another issue type. Your goal definition however would define when a certain SLA Goal (the hours) are being applied.

0 votes
Jack Brickey Community Leader Oct 07, 2020

Theory - your SLA has “issue created” for starting the SLA. If you perform a move of an issue you miss the trigger of course. Inspect your start/pause/stop rules.

Hi @Jack Brickey 

That sounds plausible, but how would I create a SLA, that had a moved or request type changed trigger? Are there any way I could get it to trigger on move or request type changed? Maybe I am going about this in the wrong way?  

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Hi @Bjarke Røjgaard Jensen

Have you been able to resolve this issue? I am struggling with the same situation as the start conditions are very limited.

Thank you,
Ursula

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