I want to change my sc_task form assignment groups based on the SLA's

[dhineshkumar]

Hi Experts

I want auto change assignment groups on my sc_task form based on the SLA. If assign to person not responded on the sc_task form.
1) 1 - 6 hours assignemnt group ( cab approval group)

2) 7 -12 hours assignemnt group ( Network group)

3) 13 - 16 hours assignemnt group (server installation group)

How to achieve this task using the workflow method.

[johnfeist]

Hi Dinesh,

What you need to do is create a workflow for the item in question.  After assigning the initial group, you have two branches, one that goes to a timer set for six hours and another that goes to the expected action, assignee has responded.  Both of these will feed into an if block that will check which path got to the if block.  If it's the timer, you branch to a set values block that will clear assigned to and change the assignment group.  If the assignee has responded, let the rest of the fulfillment workflow proceed.

After the first change of assignment group, you get to repeat the process looking for the next six hours, etc.

You do have an alternative.  You can have a job running at regular intervals, perhaps every fifteen minutes, that will go in and query for tasks that meet your criteria for too long.  If it finds any, it can do the change.

[dhineshkumar]

Hi Jhon
Can you please expalin indetails with diagram and how to setup the branches after the catalog task.

[AnubhavRitolia]

Hi @dhineshkumar 

Please refer below workflow which you can use in your case:

Both If condition has condition as : Updated relative before 6 hours ago.

[dhineshkumar]

Hi Anub
On catalog task I set up the fufilment group(assignement group), after How to set up the scenario which I mentioned. should I have to set any conditions on the timer. Please help me on this.

Thank you.