Hi @mania
Thanks for the details. Let’s break this down:
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When the assignment group changes, does the new SLA get attached? Is that correct?
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However, in the task SLA table, we don’t have a field that holds the group name. So, in this case, we can’t tell which group has this SLA unless you add the group name in the SLA definition to track it.
From the metric, we can get the group change, when it occurred, and to whom it was assigned. You can use this as a base and create another metric on the task_sla table to track when the SLA is being changed. Then, by creating a DB view for these two metrics, you can get the results
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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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