SLA Definition respective Assignment Groups based on incident.

[DINESH KUMAR16]

Hi Experts, 

There is a incident ticket assignment group is ServiceDesk than my SLA Definition assignment group is also ServiceDesk. Now I change my assignment group to network now my all SLA definition assignment group also changing to network group. This is Incorrect, When I change the assignment group of the incident ticket to network I want only network assignment group for respective SLA definition. 

Note : I want to dynamically change the respective task sla assignment groups. Example i took network and service desk assignment groups.

[Dr Atul G- LNG]

Hi @DINESH KUMAR16 

If I understand correctly, you need to run the SLA in this case as an OLA, where the assignment group can change.

Yes, you can do that. The best approach is to create a new SLA definition and set the condition based on the assignment group change.

For example, configure the condition so that the SLA starts when the assignment group changes to the required group.

[Tanushree Maiti]

Hi @DINESH KUMAR16 

In ServiceNow, when an Assignment Rule changes the Assignment Group, the existing SLA continues running by default unless you explicitly configure the system to pause or cancel it.

That means it totally depends on how you have configured your SLA definition.

It is suggested that 

• Use the Retroactive Start feature in your SLA Definitions. If the ticket reassigns, the new SLA can retroactively start tracking time from when the incident was originally opened or when the new group took over, ensuring accurate measurement
• Set a stop condition / Reset condition  that cancels the first SLA if the Assignment Group changes.
• If the Assignment group is changed which is different from Original Group, configure a Pause condition. 
• If  in the service level Agreement, External/end user is not involved , only internal teams are involved, in that case, instead of SLA - you can use OLA