Can Service Type Events or Service Level Agreement (SLA) events automatically stop/cancel based on Group?

Document ID : KB000013350
Last Modified Date : 14/02/2018
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Introduction:

Some time tickets change/transfer to a group. The new group does not have Service Level Agreement (SLA) like the previous group in the ticket. We want to stop or cancel the Service Type Events. Can these events auto-stop based on Group?

Question:

Can Service Type Events or Service Level Agreement (SLA) events auto stop/cancel based on Group?

Answer:

Once service type in place/tied to a ticket, analysts could manually cancel or delay the SLA events through UI (refer to below screen shot). There is no out of box based on the group to auto cancel the SLA events due to the new group without new Service Type in this situation.  If the new group has own service type, it could replace the previous service type and corresponding SLA events depending on the setting in service type ranking. Also, consider the usage of options cr_sla and cr_allow_sla_downgrade. These factors can change how the application determines which service type and SLA events apply on the ticket.

 

CancelSlaEvent.JPG

 

Additional Information:

Documentation for Manage Service Type and Service Type Events