SLA

makmishra · 3 hours ago

Hello everyone,

When the assignment group changes, I want the current SLA to stop and a new SLA to start for the new assignment group. This will help track the time each support group spends on the incident. Could anyone please guide me on how to achieve this?

Dr Atul G- LNG · 3 hours ago

Hi @makmishra

You need to define the same in the stop condition — for example, when the assignment group changes.

Since you're configuring it at the assignment group level, it's better to use an OLA (Operational Level Agreement). Using an OLA allows you to track it more effectively."

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Ankur Bawiskar · 3 hours ago

@makmishra

If you configure these properly then system will handle this automatically

1) Add correct Stop Condition to your running SLA

2) Add correct Start Condition to the new SLA you want to run when Group Changes

sharing few links

video

How to design to create new response SLA tasks every time the assignment group changes on incident.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader