Anyone know how to create an SLA that will immediately go to pending when the ticket is created with Status = Pending? I have found that the below definition will create an inprocess SLA for tickets created with Status = Pending, until the ticket is modified. Once the ticket is modified (i.e. adding something to the worklog) the SLA will immediately go into pending. Creating a ticket with status = "Work In Progress" creates an inprocess SLA, then modifying the ticket to pending, forces the SLA into Pending. It is as if an SLA cannot be started and excluded in a single update.
Current Environment: ARS 5.01.02 Patch 1428 SLA 5.5 patched to 1457 SLA Definition: Goal Type: Resolution Time Start Measuring When: 'Status' >= "New" Stop Measuring When: 'Status' >= "Resolved" Exclude When: 'Status' = "Pending" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
