Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?

[lavu]

Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition? 

[lavu]

HI deepak,

I have created schedules field in Group table and referred associated schedules in it, 

But after creating incident, when I switch between assignment group on the incident form, schedules are not getting changed. could you please help me out in this

[rahulpandey · Accepted solution]

Hi Lavu,

The behaviour you are seeing is correct and expected. SLA can consider dynamic schedules on the of creating sla_task but, it doesn't consider changes on schedule once it has been created.

[Deepak Ingale1]

Firstly, we must make sure that SLA is customer facing metric, it has hardly anything to do with what "n" number of assignment groups requests or incident goes through for fulfillment or resolution.

So if we consider this fact, SLA can follow the first assignment group schedule only, does not matter what "n" assignment groups you assign incident later on. This is due the fact that SLA still have not met the "cancel" or "reset" or "restart" condition and hence original SLA will keep running.

IF you STILL want to do something fancy, you can create a true / false field and sets its value whenever assignemnt group changes and put that as START condition for SLA along with other conditions.