Creating SLA

[varanyas024]

A sla needs to be created which will calculate time different team spends on that incident. But the problem here is every assignment group has different working hour. SLA should stop and pause accordingly. Can this be achieved?

[GlideFather]

ahoy @varanyas024,

each SLA definition has schedule to insert and then you can create SLA per group with condition:

1st SLA: Assignment group is A

2nd SLA: Assignment group is B

3rd SLA: Assignment group is C

This is just an example, maybe you want to add more conditions to meet your requirement, show me what you did and we can review together