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ITSMA SLA - Fulfilling one Process target moves other targets to 'achieved'

Hello,

I have an SLA set up, with targets of: when a record moves from 'Open' status to 'Accepted', and when a record moves from 'Open' status to 'Closed'.  If the record moves from 'Open' to Accepted', it is set to 'Achieved' status, but it also moves the 'Open' to 'Closed' to achieved, also.  I tried the OOB SLA, and got the same results.  These need to be tracked seperately.  Any ideas? 

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Acclaimed Contributor.
Acclaimed Contributor.

Re: ITSMA SLA - Fulfilling one Process target moves other targets to 'achieved'

Hi Youngoib

Hope you are doing fine.

Regarding your concern, I just want to let you know that we have reached more resources on this.

My collaboration team is aware of this and as soon as possible we will provide you an answer.

 

Carlos Villalobos R
Customer Support Engineer
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Trusted Contributor.
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Re: ITSMA SLA - Fulfilling one Process target moves other targets to 'achieved'

Hi Youngoib

From the SM client menu navigator > Service Level Management > Administration > Configure Application > search "probsummary"

Would you please to check the "Process Target State Progression" list?

"Accepted" should be defined ahead of "Closed" in this list.

Thanks

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Re: ITSMA SLA - Fulfilling one Process target moves other targets to 'achieved'

SLA.JPG

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Re: ITSMA SLA - Fulfilling one Process target moves other targets to 'achieved'

The progression appears to be correct.

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