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!

[snookaaron · Accepted solution]

Just came across this when looking for something else.  Not sure if you are still needing a solution for this, this is what I have done for this same scenario.

We created a new field called "Reassignment Count" (we wanted to track the number of times a ticket bounced around anyway)

Then I have a BR set to +1 that integer field everytime the assignment group changes

Then in the SLA I use when "Reassignment Count" CHANGES to either stop or cancel the SLA

Killed 2 birds with 1 stone for us 🙂