SLA definition with dynamic schedule

[angelascelza]

Hi,

we want to define a SLA Definition with a dynamic schedule. The schedule should follow the assignment group schedule.

I define the schedule to Incident Field, and schedule source field to Assignment group.

But when the assignment group change and the schedule is different from the scheduled of the previous assignment group, at the end the calculation of the task sla is made up to the last schedule of the last assignment group.

Does anyone have an idea for my problem?

Thanks,

Angela

[Michael Fry1]

On your SLA definition, select Incident Field, then use the source field to choose Assignment Group > name of schedule field on assignment group: