Changes To or Changes From is not available IN SLA Stop condition filter

[may13]

Hello Team,

I am currently facing an issue while creating a Resolution SLA. I need to define a Stop Condition as:
"Assignment Group changes to ER Specialist".

However, while configuring the SLA Stop filter, I noticed that the "Changes to" and "Changes from" options are not available.

Could anyone please guide me on how to enable or add this option in filter?

Thanks in advance!

[prerna_sh]

Hi @may13 

This is expected behavior.
Please go through this KB Article, you'll be able to resolve your query:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790046
Please let me know if anything else is required.

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If my response solves your query, please marked helpful by selecting Accept as Solution and Helpful. Let me know if anything else is required.

Thanks,

Prerna

[palanikumar]

Hi

In stop condition just add condition "Assignment Group = ER Specialist". It will stop once this condition matches

[kaushal_snow]

Hi @may13 ,

ServiceNow SLA definitions use a simplified condition builder. They only support basic comparison operators like:

• is
• is not
• is empty
• starts with, etc.

They do not support dynamic operators such as Changes to or Changes from, which are used in Business Rules or scripted conditions but not available in the SLA stop condition filter UI. This is a known platform limitation......

Workaround Solutions:

Since the UI doesn’t support those operators, here are the recommended approaches:

1. Use Explicit Static Conditions

Instead of relying on changes to, define the stop condition like this:

Assignment group is not [Your Group]

This stops the SLA whenever the assignment group is something other than the specified value....

2. Custom Business Rule Approach: For complex scenarios like stop SLA when the assignment group changes to a specific value, you’ll need to script it....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.