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Yogesh.Rajguru24

Stop SLA on first acknowledge

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Hi,

We  have a requirement wherein we need to create a response SLA fpr P1 ticket and when ticket is first acknowledge SLA has to stop.

i had craeted event macro and SLA and attached it to P1 ticket, but probelm is if user acknowledge ticket and he then transfer it to othet group with open status clock runs again and SLA gets breached if second group does not change status to Acknowledge. Ideally it should not happen as first group has acknowledge it within SLA.

i tried modifiying condition macro to check status_prev condition but its not working as expected.

any idea what i can do

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Note that status_prev is not stored in the database. It is a local variable that can only be tested at the point the status is being changed.

Why are your analysts changing the status to Open when they transfer the ticket? They should leave it in the Acknowledged status.

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I don't think you can do much in the area of SLA with CA ServiceDesk, this ask is very old one and I'm getting to hear this from quite some time and I hope it is on the radar of CA Services to deliver in next release at least. we have the same requirement and I am waiting for any solution for this.

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So, in your scenario, a ticket could go from Open to Acknowledged then back to Open (but not the same as the first Open because it has been Acknowledged). I have two ways to approach this:

Create another status like Open-Acknowledged and allow users to move the ticket to that state but not back to just Open.

or

When the status is changed to Acknowledged, set a flag (using an existing attribute or a custom attribute on the cr object) on the ticket which you query as part of your SLA conditions.

 

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I'm not sure if this solution will work or not for you, but you could try and create a new status (let's call it "In Progress") as a copy of "Open". Then restrict incident transitions so that the "Acknowledged" status cannot go to "Open", but only to "In Progress" (or others as well if required).

This should still allow your tickets to be transferred etc. but not affect your SLA.

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