Hello @CMH ,
After some further experiments I have come to the conclusion that this requirement is not feasible with just the SLA Definition and the OOTB Incident fields. Additional configuration would be required.
One possible solution would be to create a new true/false field and a Business Rule. I have called the field "Sibling group transfer" in the following examples.
The Business Rule would run "before update", with the condition "Assignment group changes", and has the following advanced script:
var oldGroup = previous.assignment_group,
newGroup = current.assignment_group;
if (!oldGroup.parent.nil() && !newGroup.parent.nil() && oldGroup.parent == newGroup.parent) {
current.setValue('u_sibling_group_transfer', true);
} else {
current.setValue('u_sibling_group_transfer', false);
}
Then the SLA Definition itself would look like this:
I tested this with the following results:
Scenario 1
- Incident assigned to Network group (any state) => Database response SLA not triggered
- Assigned to Chicago Database group (no person; any state) => Database response SLA starts
- Assigned to a person => SLA stops
- Incident reassigned to New York Database group (no person; any state) => no new SLA gets triggered
Scenario 2
- Incident Assigned to Chicago Database group (no person; any state) => Database response SLA starts
- Assigned to a person => SLA stops
- Incident reassigned to Network Group => no new SLA gets triggered
- Incident reassigned to New York Database group (no person; any state) => a second Database response SLA starts
The field and Business Rule could be created on the Incident table, or even the Task table in case these "family" groups also work on other task types and you need similar SLAs there as well.
The other approach suggested by @Kieran Anson would be cleaner, but some effort would be required to determine if the Incident was passed between siblings (the groups within the same "family"), because all we can work with here is the current record.
var MyOwnSLACondition = Class.create();
MyOwnSLACondition.prototype = Object.extendsObject(SLAConditionBase, {
attach: function() {
var task = this.task;
// add code to find out if the task was reassigned between sibling groups
// var siblingGroupTransfer = ...
if (!this._conditionMatches(this.sla.start_condition))
return false;
return (!this.complete() && !this.cancel() && !siblingGroupTransfer);
},
type: 'MyOwnSLACondition'
});
Regards,
Robert
