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)

[Kieran Anson]

dot-walking is generally not viable because the business rule to process SLA definitions runs on update of the task, not it's related records. However dot-walking might be used as part of a condition such as:

• Assignment group .changes.
• Assignment group .is not empty.
• Assignment group.parent .is not empty.

Outside of this, it's likely easier to use an SLA condition rule and script the logic to determine whether an SLA should start/stop/pause/cancel

[CMH]

Hey Kieran,

yes I get you… my SNOW team is very resistant to customisation, so I am trying to exhaust the “out of the box “ possibilities- but if none exist, then this will help me convince them to make a solution like you propose,

sincerely 

CMH

[Kieran Anson]

A scripted SLA condition rule isn't a customisation, if that's the customisation you're referring to. They're a documented OOB extension capability 

[CMH]

Aah ok Kieran, I didn’t realise that - I can challenge our developers then, to look into it,

sincerely 

CMH

[Robert H]

Hello @CMH ,

There's probably a misunderstanding on my end, but don't you basically just want the SLA to trigger when the ticket gets assigned to a group that has parent XXXXX?

So for example you have some database groups that have "Database" as their parent, and you have some network groups. When the ticket gets assigned to one of the network groups the SLA shall not trigger but when it gets assigned or reassigned to one of the database groups the SLA shall trigger?

If that is the case then the SLA start condition would simply be:

Priority=2
AND
Assignment Group.Parent IS XXXXX

Regards,

Robert