I am facing issue On SLA part please help me anybody

[employee]

I have a question, that maybe you might have an idea on how to fix.

We have an need to record a response time, when the ticket is created and assigned to an individual at the same moment.   I can start the response time, the problem I have is when the ticket stays with the same team, how to stop it and have a resolution time calculating.

So, I create a ticket and it is assigned to the team and person at the same moment because it's being assigned to me.     We want to record that response time, even though it's 0, as achieved.   So I would expect to see under the task table a response that is achieved and a resolution in progress.

I have built something if you look at P1 Response 5mins   24x7 ,

I trigger the OLA to start by Priority, Number is not empty, Assignment group is not empty, State is one of New/Active and Assignment group is my group

The stop is if the State is one of Awaiting Evidence, Awaiting Problem, Pending, Escalation, Resolved or Closed.   Or the Assignment group is not my group or Updates is greater than or is 1.

The problem with that is the stop.   If the team doesn't either re-assign the ticket or put an update in the ticket it won't stop. But if the ticket is re-assigned to another team, and they then reassign it back to the first team then we don't get a second response calculation.     These are rare.   Then if ticket is created by a different group, then reassigned to my group we don't get a response either.

Lastly I was thinking that if I could track a metric for the time of First call response similar to first call resolution, but based on the ticket being moved directly to an Active state without starting in New? Any ideas on how to do what I'm doing better would be greatly appreciated.

PLSE REFER attach file Image.

[HV1]

I have tried to provide few suggestions based on what I understand from your desc above.   Working with SLAs is not direct. You will have to tweak the logic of Incident field changes too to get the SLAs started and stopped at correct time.   Refer to Defining an SLA - ServiceNow Wiki   to understand how the 2 different SLA workflows work and which suits you best.

Req 1. You want to stop the SLA as soon as it is created with Assignment Group and Assigned To filled in.

Suggestion:   You are currently using Default SLA workflow.   This workflow doesn't suffice your requirement.   You need to change your workflow to Simple.

Ref: Defining an SLA - ServiceNow Wiki

4.1.2.2 Simple condition type (SLAConditionSimple)

When using the Simple condition type, Task SLA records will only attach when the Start conditions match. If the Stop Conditions match when a Task SLA is being attached, the Task SLA will still be processed but it will be completed immediately. The following flow diagram demonstrates the process.

Req 2: The problem with that is the stop.   If the team doesn't either re-assign the ticket or put an update in the ticket it won't stop.

Suggestion: For this you can add an OR clause in stop condition to stop the SLA when ASSIGNED TO is not empty.

Req 3: But if the ticket is re-assigned to another team, and they then reassign it back to the first team then we don't get a second response calculation.     These are rare.   Then if ticket is created by a different group, then reassigned to my group we don't get a response either.

Suggestion: You will have to write a client script to change the state of incident back to New and clear out Assigned To field whenever Assignment group changes.   With this change, you can design your SLA's start & stop condition to get the previous one completed and create new task.

- Hardik Vora

[surya123]

Hi Vishal

Did you get a solution to this? What is the process you follwed?