Whenever we change the assignment group in incident form SLA resolution should be paused/canceled

[Naveen10]

Hi,

Can you please help me out with the below query?

Whenever changing the assignment group in incident form SLA resolution should be paused/canceled.

it should create a new resolution for the changing assignment group and it should continue with the old resolution time.

is it possible? if yes

How can we achieve this?

[sourav1999]

Yes, whenever you change the assignment group in the incident form, the SLA resolution should be paused/canceled. This is because the assignment group is responsible for resolving the incident and when it is changed, the new assignment group needs to assess the incident before taking any action.

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[Naveen10]

Hi Sourav,

But in the SLA definition, where do we need to put the changes like Assignment group changes and previous resolution canceled?

[SC15]

Hello @Naveen10 

In the SLA definition, go to Start tab:

- Where it says When to cancel, create a condition

   - Assignment group "is not" <assignment group>

This will cancel the SLA when the Assignment group changes

Please let me know if this is helpful.

[AndersBGS]

Hi @Naveen10 ,

I do not quite understand your requirement. If in incident is assigned to an assignment group, and the assignment group changes, you want to cancel the SLA and create a new SLA whit retroactive start? is that correct understood? If yes, why cancel the first SLA? What will you benefit from cancel the first SLA? 

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders