Reset conditions in SLAs

[ethal]

I know that this has been a topic discussed on the forum several times before, but I believe it needs to be revisited. There does not appear to be solution for creating a reset condition based on re-assignment of Incidents. An example of the need for this is that a ticket is initially assigned to a group, but re-assigned thereafter - we'd like a condition that resets the SLA when the assignment group CHANGES. The new SLA engine does not appear to offer this feature, nor does it appear possible to create a script within an SLA (as was the case with the old SLA engine). Has anyone managed to get this to work or is the only way to accomplish this through new functionality? (thus, an enhancement request is necessary).

[#2]

Do you mean by reset to start a new OLA/SLA? my case I am trying to seta new SLA/OLA each time incidents re-assigned (Assigned-To , Assignment Group).

[ethal]

I would be satisfied with either solution. Whether the SLA is reset or a new one is triggered upon assignment, I think it produces the same result. I have been unsuccessful accomplishing either.

[#4]

I think you have exactly same the problem I got , you need to start new OLA everytime you incident is re-assigned or re-assigned to a group , the only way is to set an OLA for each group....let me know if I understood your problem correctly.

[#5]

I think you have exactly the same problem I got , you need to start new OLA everytime incident is re-assigned to a person or re-assigned to a group , the only way is to set an OLA for each group , OLA for each group memeber (in case you need to set OLA for each group member)...let me know if I understood your problem correctly.