I am trying to make per assignment group OLA to track initial response times across assignment groups.
I made one with the following start conditions:
Active=true
Assignment group = my assignment group
Priority=1
Assigned to is anything
Set start to updated
retroactive start enabled
retroactive pause enabled
When to cancel: When start conditions are not met.
Stop conditions:
Incident state is not new
Assigned to is not empty
Updated by is same as assigned to.userID
Flow:
I create an incident and assign it to my group. OLA shows in progress.
I assign the ticket to myself and change to in progress. OLA timer stops.
I impersonated a customer and left a comment on the ticket.
New OLA has triggered.
I impersonated my co worker and left a comment on the ticket.
New OLA triggered.
I just want one response OLA per assignment group.
When a ticket comes to us for the first time, attach an OLA.
After that, if the customer updates the ticket or the ticket bounces back and forth between me and another group, dont start a new OLA.
I just want one initial response OLA.
When I get rid of this from the stop condition: Updated by is same as assigned to.userID
Then a new issue is presented: If a customer opens a ticket and assigns the ticket directly to my group and directly to an agent, then no OLA is ever triggered for our group.
