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).

[ethal]

Yes, this is precisely the issue, but we have hundreds of groups, so creating an SLA/OLA for each group would be too difficult.

[gvanroy]

We setup an OLA for Acknowledgement of a ticket. Basically the OLA will start when the Incident State is Waiting on Acknowledgement and stops when the ticket goes back to In Progress. I am attaching screenshots of how we have it configured and an example. If the assingment group changes and the OLA has already been completed we have a new one kick off. In order to track who started the OLA and who finished the OLA we have 4 custom fields on the task_sla table for start user, start group, end user, end group. Then a business rule fills in the information.

[ethal]

That would significantly change the way we do things and is not desirable, although a very good idea. If only there was a condition where we could specify [IF]-[ASSIGNMENT GROUP]-[CHANGES]. Ugh.

[gvanroy]

While this applies to workflows and resetting, you may be able to apply the same logic to reset an SLA/OLA.
Look at the "SNC Approval - Reset conditions" business rule in your system. You might be able to apply the same concept to reset it.

[sylvain_hauser]

In order to answer this requirement and allow advanced reporting, we took the option to create 5 OLAs by group (one by priority).
Thanks to a smart business rule, we were able to do the work automatically (all the 500+ groups have the same OLAs).
It works great, and Service now has no issue to deal with 2500 OLAs

Let me know if you want more info