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]

Let me make sure I know what you want to measure. The time between a ticket created and assigned to someone?

[cmacfadyen]

Yes, even when the time is the same.

[Michael Fry1]

Well, we have the same issue and the SLA will not attach if the Stop condition is true.