0 Replies Latest reply on Feb 12, 2019 7:57 AM by imran k

    Response SLA not return to its default behavior [ submit date + SLA goal ]

    imran k

      In SLA status response SLA time stamp is not return to default, If assignee selected in ticket after  'SLA response due date' is crossed.

       

      SVT stop condition = assignee!= Null

       

      SLA goal = 30 min [ medium ]

       

      for e.g. ticket submitted @ 10 Am  [ default behavior - 10 Am + 30 min = 10:30 Am ]

       

      Ticket assigned group # 1   =  10 Am     ---------clock start

      Ack / Assigned  = 10:10 Am   ---------- Clock stop

       

      ------------- Remain  SLA due if re-assigned happens = 20 mins as group #1 used 10 min of due ---------

       

      now - ticket re-assigned to group # 2  = 12 PM    ----------- clock start

                               [ new sla due date [ assigned date + remaining SLA ] = 12:20 PM ]

      Ack/ Assigned  =  3 PM  ------------- clock stop

       

      now the clock is stopped and New SLA due also crossed, but SLM status time stamp remains with new SLA due i.e = 12:20 PM

       

      but one more time if we re-assign to group & Ack it , then time stamp capture as per default [ 10:30 Am ]

       

      I don't understand what hold it to return for default behavior and why it's required one more start / stop ?

       

      Please advice.