How to create an SLA on PTASK table & each time Assignment group changes, the new SLA should trigger

[AbdurRahmanSnow]

Good morning
Requirement: Create a new Resolution SLA definition for RCA problem tasks with a breach time of 3.8 days. The "Task Type" should be 'Problem Task', and the "Type" should be 'Root Cause Analysis'. The SLA should be triggered when the task is assigned to a group, and should create a new SLA for assignment group change.

I have created a new "Resolution" SLA on PTASK (problem_task) table, that should run a new SLA, everytime the Assignment group changes.
But the issue is, whenever an Assignment group is filled, a new SLA is being triggered, and however, when again changed, it is overriding the previous SLA and the group name is getting changed to the new one. So, both the new SLAs are getting attached to 2nd Assignment group.
Please help. I am very much confused.

But you can see below, I had changed the group

But both the SLAs shows the new group name. How is this possible? Where is the SLA for the 1st group? You can see, it has overridden it and shows the 2nd group name as Completed. Please help.

________________________________________________________________
My SLA which I created:

My requirement is that, for every group change, there should be a unique SLA attached to that particular group, either Completed or In Progress.

@Ankur Bawiskar @Dr Atul G- LNG @Viraj Hudlikar 

[Dr Atul G- LNG · Accepted solution]

Hi @AbdurRahmanSnow 

That is the expected behavior because the system checks as soon as the group is changed and attached. The system is not intelligent enough to determine what the previous group was in this case.

Try adding this condition.

Also, whenever we want to attach an SLA at the group level, it is actually an OLA, not an SLA. In ServiceNow, there is no implementation difference between OLA and SLA — only the type changes.

Try the above condition alone or in combination with your condition.

or 

[Pradeep Thipani · Accepted solution]

Hi @AbdurRahmanSnow ,

 Remove the reset condition of that SLA and verify, because in reset condition when you give assignment group changes whenever the group changes it will override existing and add new group SLA.

Thanks,

Pradeep

[AndersBGS · Accepted solution]

Hi @AbdurRahmanSnow ,

What should the business reason be for this? Is the reason that you would like to see the time utilized by each assignment group? If yes, have you then instead considered to look into the SLA breakdown by assignment plugin? 

[Dr Atul G- LNG · Accepted solution]

Hi @AbdurRahmanSnow 

That is the expected behavior because the system checks as soon as the group is changed and attached. The system is not intelligent enough to determine what the previous group was in this case.

Try adding this condition.

Also, whenever we want to attach an SLA at the group level, it is actually an OLA, not an SLA. In ServiceNow, there is no implementation difference between OLA and SLA — only the type changes.

Try the above condition alone or in combination with your condition.

or 

[AbdurRahmanSnow]

Hi Sir.
Got the issue.
There were 2 Assignment group columns, which was causing the issue. I just dragged the other Assignment group column and it is showing the other group.

[Dr Atul G- LNG]

Perfect.. Please close the thread.

[Pradeep Thipani · Accepted solution]

Hi @AbdurRahmanSnow ,

 Remove the reset condition of that SLA and verify, because in reset condition when you give assignment group changes whenever the group changes it will override existing and add new group SLA.

Thanks,

Pradeep