Dynamic SLA schedule based on task assignment group

[jgfdlima]

How to create an SLA with a dynamic schedule based on the assignment group with different schedules.

Ex. If an incident occurs to a 24x7 team in the early hours of the morning, the SLA must run, however, if the team is assigned to a group that has a 10x5 schedule, the SLA must stop running until the schedule starts.

[Dr Atul G- LNG]

Hi @jgfdlima 

You can use the OLA , which can be a group specific and you can add schedule.

and but SLA will be continue in this case. 

[Kevin Stokes]

Unfortunately this does not meet the requirements I am looking to resolve as our company does not want to create additional SLA records for each assignment group. We are hoping to use variable schedules within the same SLA record.

[Kevin Stokes]

Unfortunately this does not meet my company's requirements as we cannot create additional SLA records for each assignment group. We are hoping to use variable schedules within the same SLA record.

[Robbie]

Hi @jgfdlima,

The good news is, this is absolutely achievable.

You'll need to configure a few things including creating a schedule field on the group table/form so as to capture what schedule each group works to.

On the SLA Definition you can create you're own 'Duration type' and set the 'Relative duration works on' to the relative table field. Eg Task record and then the 'Schedule source field' to the newly created assignment groups schedule field.

Something to consider, what happens if the group does not have a schedule set - you may want to have a default as a backup or set all the groups to have at a schedule set.

From memory, it took a bit of tinkering around, but it is possible.

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Thanks, Robbie