The "Terms and Conditions" need to be based on criteria that does not change. If the value of a Terms and Conditions field changes, the SLA will not apply and SLA will not have the opportunity to Stop When or Exclude When. It will keep running, notifications will be sent, etc. You need to move everything in your Terms and Conditions into the Start When field. Then add the negative of the Start When criteria into the Exclude when field. This will put the SLA into pending if the value changes. If it changes back, the SLA timer will continue where it stopped. You don't want to use the Stop When field for this because it won't restart the SLA if the value changes back. This would create a loop hole allowing employees to stop the SLAs all together by changing the priority or assigned to group for just one second. You also need this to allow legit issues that are bounced back and forth. Once the SLA stops it will not start again or create a new SLA. Your Terms and Conditions need to be based on values that do not change - customer type = gold, company name = X, etc.
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