The requirement is to have SLA created whenever the assignment group changes on the incident. The previous should get closed and the new one should be created.
Implementation:
I created a flag on the incident form named Assignment Group Changes (Boolean) with true as the default value.
I then created a simple business rule where Assignment Group Changes will change to TRUE during ticket creation/ assignment group updated.
I also put a business rule on the task_sla table which would query the incident record and would update the flag to false after a task sla is inserted (which would allow the flag on the incident form to continue to 'change').
Advanced:
(function executeRule(current, previous /*null when async*/) {
// Add your code here
var task_id = current.task;
var gr = new GlideRecord("incident");
gr.get(task_id);
gr.u_assignment_group_changes = 'false';
gr.update();
})(current, previous);
On my SLA Definition, I added in the restart condition, i have the below configured.
Issue:
1) I can see the "Assignment group changes" mark as true on the new ticket. However, it is gone after save.
2) After ticket reassigned to another assignment group, the "Assignment group changes" mark as true again but no SLA started.
What might go wrong with my implementation?
Thanks!
