How to maintain the assignment group field on Task SLA table even the group changes

sath · a month ago

Hi,

When an Incident is created and assigned to assignment group A, response and resolution SLAs will be triggered based on the priority. When the assignment group A is changed to group B, existing response and resolution SLAs are getting cancelled and new ones are created for new group which is working as per the requirement.

But the assignment group field on all 4 SLAs are pointing out to assignment group B whereas the initial response and resolution SLAs should be referencing assignment group A. Looks like the assignment group value on SLAs are referenced to incident which shows the current assignment group value and it is not stored anywhere on SLAs for historical assignment group information.
How do we make sure the SLA assignment groups maintain the value that they have been triggered to? Do we need to implement a custom logic or is there any OOB option?

Ankur Bawiskar · a month ago

@sath

you can inform them about the OOTB platform behavior of that table.

If they don't agree then the only option is to use custom Assignment Group field on task_sla and populate it when task_sla record is inserted

You can use before Insert BR on task_sla and set that custom field

BR Condition: current.task.sys_class_name == 'incident'

Script:

current.u_assignment_group = current.task.assignment_group;

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

sath · a month ago

The BR worked. Thank you @Ankur Bawiskar