Retroactive active start set Assigned on is not tagging SLA on first assigned time.

[Pavan B V1]

Hi Folks, 

I am facing an issue while tagging Task SLAs to 2 different assignment groups in a case. 

This is how i configured 2 SLA definitions with just Group change in the start condition and set start to is Assigned on (Lets just consider start conditions).

SLA Definition 1:

Start Condition (Group == ABC, Priority == 4, Retroactive start == true and set start to == Assigned on)

SLA Definition 2:

Start Condition (Groups == XYZ, Priority == 4, Retroactive start == true and set start to == Assigned on)

Now I created a case, selected Group ABC, Assigned to Group ABC Assignee and Priority 4 and saved. SLA Definition 1 got tagged to case and the start time of the SLA is as same as Case created date as i selected assignment group and assigned to at the time of case creation.

Now i have changed the assignment group to Group XYZ and assigned to Group XYZ Assignee. Now the SLA Definition 2 got tagged to case but here is the issue coming up, The start time of the SLA Definition 2 is the time of the Assigned on when i changed to the Group XYZ and its Assignee. However, SLA is not taking the First assigned on time which is when Group ABC got assigned to case.

Is this how it behaves? and if i want the SLA the be tagged only from the First assigned time which mean for the first assignee the ticket got assigned.. how should i configure my SLA Definition?

Expecting some excellent responses 🙂

Thank you

Pavan