SLA Specific to Assignment Group

[Charles Fredie]

We have a response SLA which is common for 3 groups runs on the below conditions,

Group is ABC OR
Group is XYZ OR
Group is SAT AND
Priority is P1

Now initially when the ticket is assigned to Group ABC, the response SLA triggers, then an agent assigns the ticket to himself and the response SLA is completed. Now for example when the agent routes the same ticket XYZ group then again this response SLA triggers. 
The requirement is if the ticket routes between the ABC, XYZ and SAT Group and response SLA is completed one time then a new response SLA should not get triggered

How can this be achieved? Has anyone encountered any such cenario?

[Dr Atul G- LNG]

Hi @Charles Fredie 

You can create the OLA for specific groups. Technically, SLA and OLA are different, but in SN, there is no validation between these two, nor any interface changes. So, if the assignment group changes from A to B, the OLA can be attached, just like you can try.

[-O-]

Has anyone encountered any such scenario?

Should not have, because SLAs should only be stopped when the incident is resolved.

SLAs are meant to measure incident resolution performance, not internal group (ABC, XYZ or SAT) performance.

It is OLAs that are meant to measure internal group performance.

A great way to track assignments is to use incident tasks whenever an internal group is involved - and OLAs attached to those task to track the group's performance.

[AndersBGS]

hi @Charles Fredie ,

  put the SLA in a pause state instead of complete it, and wait for completion to ticket is resolved. By doing this, you will ensure that only one response sla get triggered.