Assign SLA task to assignment group

[michaelsharp]

New ServiceNow user and testing out some SLA workflows with notifications.

What I am finding is that the SLA task is assigned to the worker that is assigned to the incident.   Is there a way to assign the SLA task to the assignment group field?  

Here are some details:

Setup a response SLA (an incident has x amount of time before it needs to be assigned to someone)

By default, or by first level support, a ticket will have an assignment group.   (i.e. Help Desk or Messaging, etc)

I have created the SLA definition with custom schedule, criteria, etc.   The SLA is being created, paused, cancelled and completed properly.

The issue is when an incident has an assignment group, but it is not assigned to an individual.   In this situation, the SLA notifications do NOT go out.

(In testing, if assign the incident to myself and change the priority to trigger the SLA, the email notifications are sent out correctly)

What appears to be happening, the SLA task is automatically assigned to the "assigned_to" field from the incident.   If that field is blank, the SLA task does not inherit the assignment group properties.

Is there a way to have a SLA task be assigned to the assignment group if the assigned_to field is blank?   You can even remove the condition on this, as this particular SLA will only run if the assigned_to field is blank and the incident is not resolved.

Hopefully, this make sense.   Again, total newbie on SN and getting into weeds a bit on this one.

[Deepak Kumar5]

Check the SLA workflow from where you triggering the notification.

[michaelsharp]

Thanks for the response.

The workflow is based on the default SLA workflow.   There is a trigger event in the workflow that creates the sla.warning event and passes the following parameter:

current.task.assigned_to

This event is used in the email notification for the sla warning, which has this parameter listed in the "Who will receive" section of the notification.   This works fine if I have someone assigned to the incident.

The problem that I have is that if the incident is not yet assigned to a person, no notification is sent.   The incident has been assigned to an assignment group (aka queue), but not an individual.   I don't see any way for the sla task to be assigned to the same assignment group.   The current.task.assigned_to is based on the user table and not groups.

Does an incident need to be assigned to an individual for SLA triggers/warnings to be sent out?   That's what seems to be happening.

[Deepak Kumar5]

Try to modify the condition in workflow that

if (current.task.assigned_to == '')

{

current.task.assignment_group;

}

[michaelsharp · Accepted solution]

Actually, I think I got it figured out.   I was stuck on the fact that it looked like the SLA task was actually assigned to someone.   It is tied into the incident and not assigned like a private or other task.

I modified the sla.warning event parameter to pass current.task.assignment_group instead of current.task.assigned_to and the notification went out.

Going to do a bit more testing, but I think I have a handle on this.