SLA should run on only one group even if ticket transformed to multiple groups

[Hari S1]

Hi,

We have created SLAs specific to assignment groups(Ex: ABC, BCD, XYZ groups) whenever 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 but we want to run the SLA on first group which the ticket got assigned. Is that possible to run the SLA on only one pertificular group even if the ticket assigned to other group.

Ex: If the incident ticket is created and assigned to ABC group first and then later the same ticket transffered to XYZ group so now we want to run SLA only on ABC assignment group even if the ticket transffered to multiple group.

Thanks in advance.

[Saurav11]

Hello,

Can you paste the current start and stop condition screenshot of the SLA.

[Hari S1]

Hi Saurav,

Thanks for the quick reply.

Below are the screenshots of the start and stop SLA.

Stop SLA Condition:

[Saurav11]

Hello,

So the only possible way I can think of is below:-

Create a custom field on incident table. Once the first SLA gets attached to the incident update the field with some value.

Now in the SLA add in the start condition that field should be empty so now only the first sla will get attached because when you will change the grp the custom field is already filled so the other SLA's will not be attached.

Please mark my answer as correct based on Impact.