Interesting issue here with SLM 7.03.

I'm setting up some SLAs and I'm trying to define an Exclude measurement criteria as follows but the the SLA remains "In Process" even though the Exclude criteria is seemingly met:

NOT('Assigned Group'="Vendor A")OR 'Status'="Pending" OR 'Status'="Resolved".

The logic is that if a SLA is attached for Vendor A...and the Incident is subsequently reassiged to Vendor B, the Vendor A SLA clock is paused while the Incident is assigned to the other vendor. Should the Incident be assigned back to Vendor A, then the clock will once again resume.

This Exclude criteria does not work in 7.03 - and it's not immdiately apparent to me why. The filter qualifications are completely different from what 5.5 looked like. There was a similar issue with 5.5, however a hack in the 2 Exclude filters (for each SLA) would resolve an "Assigned Group = vendor A AND NOT(Assigned Group=vendor A)" condition.

Has anyne been able to expand the Exclude criteria beyond the 'Status'="Pending" criteria that ships with the template?

Thanks in advance
Karl