Question on SLAs specific to assignment group.

[Mahesh122]

Hi all ,

We have created SLAs specific to assignment groups, when ever incident is jumping from one assignment group to other , that specific assignment group slas are getting attached . But problem is that new slas that attached to incident are running from starting again , lets assume if we create any incident , based on some assignment group sla will be attached , after spending some time like 2 or 3 hrs if they reassign that ticket to other assignment group , then that specific sla will get attached and existing ones are getting paused . But at this case new slas should start wherever first sla stopped, like out of one hour if first team spent 30 mins then second team should get only 30 mins as we checked retroactive start , but its not happening. Can anyone help here pls?

Thanks in advance.

[Akif_Shah]

You can go to instance options and uncheck [Display Quantity]

[Uncle Rob]

When the focus is making groups look good, this always becomes the problem.

A Service Level agreement is between the customer and the organization.  It is the basis by which we tell our customers reasonable expectations of service.   When a customer creates a task, their should be one SLA per promise we make to the customer.

All the drama of group interactions adn assignments in the background has nothing to do with the customer, and thus nothing to do with our SLAs.

SLA's are designed such that failure provides us sources to investigate.  "Why does this SLA fail all the time"?   "Oh look at the assignment count... nobody knows where this goes"

SLAs designed for ensuring group status quo is a recipe for status quo.