OLA Response, when Assignment group change, and ticket is assigned to person

[cmacfadyen]

We have OLA Responses that we need to track when the ticket is created and assigned to a person we still need to have a response time tracked.   Plus if the ticket starts with one group and is assigned to another group, and assigned to a person when reassigned at the same time, we would need to track that as well.   For instance we would expect to see the following showing up.

1st assignment group/assigned to

Response 1 shows achieved when assigned to the 1st Response group when state is active.

Ticket is reassigned to another group, and assigned to a person or even if just assigned to a group.

Response2 doesn't show.   We want to see the second Response when it is assigned to another group.

As far as I can tell when the state starts New and changes to Active, the response will be set, but if the ticket is assigned to a person at the same time it is created, then it goes direct to Active, and we don't   have a setting that capture the Response, only resolution then.     I tried when an Assignment Group is "Support Group X" and State is new or active then start response.     The stop condition is if the State is not New or Active....and the Assignment group is not Support Group X or Updates is greater than or is 1.     This only works if the group is "Support Group X", but if the ticket is reassigned to another group, we aren't getting the response for the new support group.       I have attached a screen shot of one of the Response OLA's.

[Michael Fry1]

Typically when you reassign a ticket to another Group, the Assigned to becomes blank. So that has to be your trigger on your OLA if you want the OLA to fire when the assignment group changed. So your start with Priority - 2, & Assigned to is empty.

[cmacfadyen]

Michael,

Thanks but not exactly the scenario.

Ticket is assigned to Team 1 and Assigned To is populated during ticket creation.   So ticket starts as Active.

Team 1 works the ticket, then Re-Assigns to Team 2.

I need to have a response time for Team 1 and a Response time for team 2.     My problem is how to get the First Response time when the ticket is created and immediately assigned to the team and team member during creation so it starts as Active?     I have a limited number of groups where this would happen but I have folks who need to measure that and record that Response time.

I can get it to work if partially.     with the following type of rule:

Start Conditions

Priority is   x

Number is not empty

State is one of New/Active

Assignment Group is x

Stop Conditions

State is one of Awaiting Evidence/Awaiting Problem/Pending/Resolved/Closed

Or Assignment group is different Assignment Group

or Updates greater than or is 1

The issue I see with this is when a ticket is assigned to Group Y to start then reassigned to Group x, we don't get a Response being tracked.   But if I don't have Updates Greater than or is 1 then the Response never ends.   Any ideas?

Thanks in advance,

Cornelia

[Michael Fry1]

Do they have to assign (assigned to) the ticket to someone when created? Based on what you've said, I can't see any other triggers that would be consistent between different assignment groups.

[cmacfadyen]

Michael,

We have a couple of groups who primarily create and assign the ticket directly to themselves, these groups we also need to track the length of time of that Response, my explaining that a ticket without a response and only a resolution sla setting means that it was created and assigned to a person at the same moment.

I tried looking at the metrics, to see if I could calculate this on that, but that didn't work either.   Any other ideas let me know.

Thanks,

Cornelia