Stop SLA from restarting when assignment group changes

HP8 · ‎03-26-2023

I have a different set of SLAs for assignment groups. For this particular scenario, when the assignment group changes and the response SLA has already been met previously, we do not want the response SLA to start again. How can I achieve this? I have had a play around with the SLA definition filters and cannot find the right combination.

Many thanks.

AndersBGS · ‎03-26-2023

Hi @HP8 ,

There is no script needed to obtain a solution here. You can just ensure your pause SLA is set correct, so the response SLA will pause until resolution. When SLA is paused, the counter has stopped and simultaneously block for starting a new response SLA.

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Best regards

Anders

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Best regards
Anders

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View solution in original post

Mairvette Tucke · ‎03-31-2023

@HP8 -

Maybe you can assist me?
I need our Resolution SLA to Cancel when the Priority or the Assignment have changed.

Cancel Condition:

SLA starts for both, but does not cancel when group has changed

Priority is not 1-Critical

AND Assignment group is different From Assignment group

SLA starts for Response, but does for Resolution

Priority is not 1-Critical

OR Assignment group is not A

OR Assignment group is not B

SLA starts for both, but does not cancel when group has changed

Priority is not 1-Critical

AND Assignment group is not A

AND Assignment group is not B

Denise Smith · ‎01-31-2025

did you get this solved?