Question on SLAs specific to assignment group.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
09-02-2022 06:54 AM
Hi all ,
We have created SLAs specific to assignment groups, when ever incident is jumping from one assignment group to other , that specific assignment group slas are getting attached . But problem is that new slas that attached to incident are running from starting again , lets assume if we create any incident , based on some assignment group sla will be attached , after spending some time like 2 or 3 hrs if they reassign that ticket to other assignment group , then that specific sla will get attached and existing ones are getting paused . But at this case new slas should start wherever first sla stopped, like out of one hour if first team spent 30 mins then second team should get only 30 mins as we checked retroactive start , but its not happening. Can anyone help here pls?
Thanks in advance.