SLA response time need to update

[Ramakrishna6]

Hello everyone,

I have created one new incident and mentioned assignment group as "service desk IT". Priority of this ticket is p4-Low and SLA response time is 4 hours.

Now my requirement is after 3 hours this incident 'assigned to' value automatically assign to particular user in that group(service desk IT).

Please suggest how to achieve this, also please suggest same scenario for p3 ticket. For p3 ticket Response time is 1 hour. After 30 min 'assigned to' value automatically assigned to particular user in that group.

In case any code requires in SLA workflow for this, please mention code also.

[Laszlo Balla · Accepted solution]

You can do this fairly easily with the help of Flow Designer. All you need to do is just think of SLA duration percentages instead of nominal time spent. Key concepts in Flow Designer:

1. Use an 'SLA Task' trigger
2. Use the 'SLA Percentage Timer' core action to run your action if x percentage of the duration is spent
3. Add any other actions, e.g. 'Update Record' after the percentage calculation, and target the actual ticket via Trigger - SLA Task --> Task SLA Record --> Task
4. Make sure to activate this flow so it can be linked to your SLA definition

Once the flow is published, make sure to map this to your SLA definition record:

[Ramakrishna6]

Thanks for your reply,

I already Gave workflow name in SLA definiton. Here we used one common workflow for all SLA's. But you suggested flow designer for my scenario. This flow designer not sutable for other SLA's. Could you please suggest solution through workflow. My requirement is for P4 ticket after 3 hours 'Assined to' value automatically set to particular user related to "service desk IT" group. This will apply only when assignment group is "service desk IT". In other assignment group cases i don't want this requirement.

Please suggest workflow activity for this scenario.