SLA Canceled

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HI,

I have set up enhanced SLA's and even two new KPI's. It is pretty simple basically they are triggered by a status reason (applicable when) and have another status reason as success criteria.

It seems at least the triggering works fine but why do I always get canceled in the end and have no succeded on?

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Just once could i get it right. I created a new SLA and used only the default KPI's and checked first response sent (as i read in a blog). then i got expired instead of canceled (was correct) and a succeeded on date. but i dont get the connection between these behaviours?

Any ideas? Has this something to do with the timer control?

edit: forgot one thing. when i got it right i checked the first response sent manually before the sla became applicable. in my real world case the first response by kpi is applicable as soon as the case is created with status new. this means i can only check the field in parallel, which seems not to work. however, i dont even know if this is the issue....

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Community Member on at

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I could solve it myself.

The reason was that I used the Status Reason in Applicable when and Success Criteria.

Meaning every change in that field, to forward the process, meant that the last KPI lost its Applicable When trigger. Same happened with the success criteria.

I just created flag fields for every change in the Status Reason and use these for the SLA items.

Seems to work so far...

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Roxana 691 on at

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Hello.

The SLA is Cancelled when "Condition / Criteria Applicable" are changed.

Example:

1-I have a SLA Ítem, with "When Condition / Criteria" with a Fields:

-->"Type" set to "Question";

-->"Status" set to "Active";

If the case is first saved with: Type: Question. SLA Status: In Course.

Then

The case is modified with Type: Procedure. So: SLA Status, changes to: Cancelled.

So, The SLA is Cancelled when "Condition / Criteria Applicable" are changed.

Hope helps the explanation.

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Sagar2016 40 on at

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Hi,

I have worked with enhanced SLA.

For your scenario, I think you should create 2 fields (two options preferred) : one for condition and one for success.

When your entry condition is satisfied and you want to start SLA, just set starting switch field to yes.

and when your success condition is satisfied and you want to stop SLA, just set stopping switch field to yes.

Note: if you want to restart SLA KPI, then you should also clear datetime field.

Let me know if you need further help.

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