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You can add more than one condition. There is an “OR” function (not “AND”) between conditions, which means when any of the conditions are met, the SLA will start.
When there are multiple pause intervals, all of them will be applied to the SLA. Let’s take “assignee is EMPTY” and “team is EMPTY”, for example. Here, the SLA will be paused when the assignee is EMPTY, the team is EMPTY, or both of them are EMPTY.
For the resetting of finished SLAs, there are 3 use cases to keep in mind:
A finished SLA is a closed contract and a reset cannot change that⭐ A finished contract might be reactivated from zero with a reset
A finished contract might be completely invalidated with a reset. Even in FIRST cycle SLAs, the SLA can start from zero with a new START event.
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Creating SLA Goals |