Will the SLA still run if an assignment rule is changed

[hamdhan]

In a custom Incident management project, I have configured Assignment Rules, ACLs, and SLAs. If an Assignment Rule changes the Assignment Group after an SLA has already started, does the existing SLA continue running, or should I create a separate SLA for each assignment group? What is the best practice?

[Dr Atul G- LNG · Accepted solution]

Hi @hamdhan 

That depends entirely on how you have configured the SLA definition.

If you've added a condition in the SLA definition that starts the timer whenever the Assignment Group changes, then yes, the SLA will start each time that condition is met.

However, for tracking the performance of Assignment Groups, I would recommend using an OLA (Operational Level Agreement) instead of an SLA. OLAs are better suited for measuring and tracking internal team performance, whereas SLAs are typically used to track commitments made to customers.

[Tanushree Maiti]

Hi @hamdhan 

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.