Can the "Changes to" operator, be used in conjunction with dotwalking? SLA related

[CMH]

Hi All,

I am building a SLA definition, using the extended operators "Changes", "Changes From" and "Changes to", but I cant seem to get the SLA Definition to trigger at all - even with the most basic conditions.

So my start condition is super simple:

Priority=2

Assignment Group.Parent "Changes to" XXXXX (where XXXXX is a valid parent group)

So I then create a P2 incident, assigned to a group that has either no parent, or has a parent group of YYYY. I then reassign the incident to a group that does have parent=XXXXX, but the SLA will not trigger at all 😞

I am wondering if it is actually somehow impossible, in a SLA Definition to use "changes to" with a dotwalk.

I also tried some other flavours, using "Changes" and "Changes From", but can't seem to get the SLA to attach.

Did any manage to get this to work in their SNOW instance?

Many thanks all!

(P.S. I know dot-walking is not recommended in a SLA definition, I am aware of that - I am focussed only on the question of Changes To combined with a dotwalk. Also, I know that the extended operators are not enabled by default in the SLA module - but I have a use case where I see no other option)

[Rohit Singh]

Hi @CMH ,

In above case the condition which you have set is not matching.

As per your condition the inc has to be P2 and when the assignment group you have selected has it parent changes to XXXX then it will attach.

So just open one P2  inc record and select one assignment group. Now make the change the parent of selected assignment group to XXXX.

Then only your SLA will get attach to your incident.

If my response helped, then accept my solution and hit thumbs up.

Regards.

Rohit

[CMH]

Hi Rohit,

this is very helpful - thank you.

I have not tested it yet, but I get your point. Before, I had it in my mind that if the assignment group on the incident the changed, that this meant the parent group changed as well (so I thought I could use this as the trigger) - but I see now that my mistake was to think that the parent group changed on the incident … I see now that the condition I wrote was actually looking for a change on the assignment group instead. 

I made a reply to Robert below, that explains the issue I have, that I am trying to solve without customisation- if you could make a suggestion that would be fantastic 

sincerely

CMH

[Shivalika]

Hello @CMH 

You need to change the parent of the assignment group in P2 incident ticket for the SLA to trigger, you are changing the assignment group itself. If you could share screenshots of your SLA Definition that would be better. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

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[CMH]

Hi Shivalika,

thanks for replying- please see my reply to Robert below, explaining the background of my question,

thanks again