Hello All,
Existing Functionality : We have a field Last Assigned field in Problem Table , which copies(business rule) the System Date/Time whenever Assignment Group of Problem Record Changes. Based on that in the SLA Definition Start Condition, we have updated the Set Start to Field (Retro Active Start) to Last Assigned for Problem Record.
Example:
1.When Problem record gets created let say it is assigned to Group A, the Last Assigned field copies the system date/time and the SLA triggers for this record based on the Last Assigned field.
2.The Assignment group has been changed again to Group B, now again the Last Assigned field Date/Time gets changed.
3. Again,if the ticket is being assigned to Group A since it has been transferred to Group B by mistake, but here again the Last Assigned fields gets updated since the Assignment Group has been Changed.
Requirement: As explained in the above case, we need the functionality , in which if the assignment group has been changed by mistake by the team members and again if the ticket redirects to the same group, it should pick up the Date/Time from when the ticket assigned to the Group A at first.
In this case-
- 11/10/2019- Group A
- 12/10/2019-Group B
- 13/10/2019-Group A
Existing Function: Last Assigned field takes the Date/time 13/10/2019.
Requirement : Last Assigned field should pick up 11/10/2019. Since the it has been assigned with Group A at first and has been transferred to Group B by mistake.
Business Rule Existing : Image is from Incident Table similarly we have for Problem Table ,
Any Suggestion to implement the above would be helpful?
Also, if anyone need more input on this please let me know.
Thanks,
Prem
