OLA triggers on every ticket update?

[brandoncote]

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. 

[Deepak Shaerma]

Hi @brandoncote 

Please modify the conditions as below, 

Start Condition :

Active=true

Assignment group = your assignment group
Priority = 1
State = New --->(crucial add)

Cancel Condition:
When to cancel: When start conditions are not met

Stop :
When State is not New

Happy to help! If this resolved your issue, kindly mark it as the correct answer ✅  and Helpful and close the thread 🔒 so others can benefit too.

Warm Regards,

Deepak Sharma

Community Rising Star 2025

[brandoncote]

Sometimes users will create an incident and directly assign it to my group and a specific agent which makes the ticket skip 'new' status

[dhuynh28]

Set start to 'Updated' cause OLA triggered anytime a ticket updated. You need to choose different option which is not changed such as Set start to 'Created' . Hope it helps!

P/s: Next times, you can try to add the screenshot to you topics, it is clearer for discussion.

[brandoncote]

If i set start to created, then thats invalid reporting. 

If one group sits on a ticket for 4 hours after creation, and then sends it to my group, my groups OLA timer already starts at 4 hours. That is not accurate since my group didnt sit on that ticket for 4 hours.