Trigger 2nd SLA

[Pat Surtan]

I have a requirement for SLA. SLA 1 will be created an assigned to Tier 1 team. Tier 1 team will have 8 hrs to resolve or reassign the ticket. IF the ticket is reassigned to another team, SLA 2 will start (3 days) for a total of 4 days between the 2 SLA's. Is there a way to do this? I tried using reassignment count as a condition but didn't work well. Can a flow be used to trigger the second SLA?

[Kieran Anson · Accepted solution]

Hi Pat, Are "Tier 1 team" a single team, or do you have multiple? If singular you could:

Have your 1st SLA start when the assignment group is Tier 1 and stop when it is no longer.

You could then have your 2nd SLA start when the assignment group is not Tier 1, and the re-assignment count is greater than or equal to 1.

Failing that, you'll need to add either a custom field, or write a custom SLA script to do a lookup on whether the ticket is going from a Tier 1 team to a secondary team to then start the second SLA.

Personally, I'd push back on this as it would be better to have an over-arching SLA, and then per-team OLAs that run based on inter-team agreements

[Pat Surtan]

Hi Kieran,

Instead of writing a script, would a flow be possible?

[Kieran Anson]

Sadly not, SLAs only start based on the SLA engine and records defined in the SLA definitions table. A flow or workflow can't start one.