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Assigning SLAs using rules
Answer ID 2775   |   Last Review Date 12/12/2018

If an SLA would be applied by default to an incident, could a rule reapply the SLA?

Environment:

Service Level Agreements (SLA)

Resolution:

By design, if the default SLA would be applied to an incident, rules will not reapply this SLA to the incident. This can cause some counter intuitive situations if rules are assigning multiple SLAs to a single incident. Therefore, it is considered a best practice to only assign one SLA to an incident via rules.

Good Example:

Rule 1: If organization.country = US and Severity = 2,3 or 4, then assign SLA 2.
Rule 2: If organization.country = US and Severity = 1, then assign SLA 1.

Bad Example:

Rule 1: Assign SLA 2.
Rule 2: If organization.country = US and Severity = 1, then assign SLA 1.

Although these rules may appear to accomplish the same objective, if an incident would by default have SLA 1 applied to it, the Bad Rules example will assign the incident SLA 2, since rules will not reapply SLA 1 to the incident.