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?

[Devender Kumar]

Hi @Naveen10

Yes, you can pause/cancel SLA on the basis of reassigning an incident in ServiceNow. This can be done by setting up a Business Rule that checks the incident's reassignment field. If the field is changed, then the SLA is paused/cancelled. You can also set a condition in the Business Rule to pause/cancel the SLA when the incident is reassigned to a specific group or user.

It should continue with the old resolution time: You can check the Retroactive check box.

If my answer helped resolved your issue then please don't forget to mark helpful or correct.

Regards

Devender

[SC15]

Hello @Naveen10 -

Following up to see if my response provided on May 29 assisted with this matter.

Please let me know if you have any more questions.

If no more questions, please mark my solution as Acceptable and Helpful.