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

[Tanushree Maiti]

Hi @varanyas024 

You can create SLA Definition Per Assignment Group: This approach maps the specific group's schedule directly to its own SLA definition.

• You create separate SLA Definitions for each assignment group.
• In the SLA definition, select the specific Schedule for that working team (e.g., "8-5 weekdays").
• Start & Pause Conditions:

• Set the Start Condition to Assignment Group IS [Your specific Group].
•  Set the Pause Condition to Assignment Group IS NOT [Your Group]