Create OLA when assignment group changes

[MZahn]

Hey everyone,

we would like to create OLA´s when the assignment group changes.

(We dont use time_worked)

The OLA should start when an incident is assigned to a group, pause when the incident is resolved and stopped when the incident is closed or assigned to another group.

We tried to create a OLA definition but noticed that assignment_goup changes is not available as condition.

Is there any way to create what we need through normal OLA definitions?

Thanks in advance!

[AndersBGS]

Hi @MZahn ,

You should not utilize "when assignment group changes", but instead created start, pause and stop conditions based on "assignment group is XXX" or "Assignment group is not XXX".

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[MZahn]

Hi Anders,

thanks alot for your answer.

If i would create a OLA like you described in your answer wouldnt that limit this OLA to one specific assignment group?

Our goal is to create an universal solution for that issue. So that times that are logged are not depending on one group.

We want to see which groups hold up incidents in the incident process. 

Best regards
Max

[AndersBGS]

Hi @MZahn ,

Then I see the issue. Unfortunately, I do not see any solution for your requirement.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[MZahn]

Hi @AndersBGS ,

thats unfortunate but thank you for your effort!

I will try to create a metric that logs the time an incident is assigned to one group and will give feedback if i can get it to work that way.