How to complete an sla when assignment group changes and create a new sla

[aduvvuru]

Hello All,

When incident assignment group changes for a p1 incident, i want to complete my existing sla and create a new sla for the new assignment group selected. This is to track the time spent by each support group involved in the incident. SLA start conditions are based on priority.   I have looked at various scenarios for stop,reset conditions but nothing is working. Please let know your thoughts on this.

[rlatorre]

The solution you describe will be very hard to maintain.

• Different SLA Definitions for each assignment group/priority
• Trying to determine the SLA for the task regardless of assignment group
• What to do when a group gets assigned the same task multiple times

I would recommend using Metrics first to see if they meet the business requirements. We have a metric for "Assignment Group Duration".

Metrics

See the option "Sample field value duration script"

[Mariano Lemus]

Not sure if you got a solution to your problem yet or not, however here is a way to solve it:

Provided Assignment Group is mandatory.

1. Create a field in the table called Assignment Group Changes (type Boolean).

2. Create an onChange script on the Assignment Group field and if the field changes from one valid value to another(null, empty, undefined does not count) then update the u_assignment_group_changes field to true.

3. On the corresponding SLA Definition add the RESET condition if u_assignment_group_changes==true, besides others you might already have.

4. Create a Business Rule on the task_sla table which would query its corresponding incident record and would update the u_assignment_group_changes field to false, after a task sla is inserted.

To check if the RESET conditions are being properly evaluated, enable the property which will log the evaluations fro SLAs.

com.snc.sla.condition.log

debug

Mariano

[knight202]

Create an SLA Definition for each group and pause it when the group IS NOT that group within the definition. I added an additional condition to cancel if the record is not resolved by the team in the definition. You can remove that if you don't want it to cancel. Also, you could add a separate condition to cancel if the record IS NOT P1. Screenshots are below. Hope that helps.

[knight202]

One thing I forgot to add is that you can use the Reset Condition if you want it to Complete and fire the SLA based on the AG change. Just have to use AG IS ONE OF in the start condition.