SLA Breach /w Multiple Assignment Groups

MattJB · ‎01-10-2023

I am working on setting up our SLA triggers - we have multiple assignment groups that can be included in the lifecycle of an incident/request ticket.

We want to be able to see which teams are meeting/breaching the SLAs we have set for response times. However it appears currently that the SLA Tasks themselves are always being marked against the current(last) Assignment Group.

I've tested in our DEV environment opening a ticket triggering a successful response SLA under our originating group. Once I transfer that ticket to the next group, the task sla for that first response now shows as the new group.

Is there a way to set this up so each each individual sla task that triggers stays with the team assigned when it triggers? Thanks!

Tony Chatfield1 · ‎01-10-2023

I suspect the issue is that the reference to task.assignment_group is dynamic, so all task_sla for task x records will show the assignment group that is populated when task x is closed\is no longer active.
You could add an assignment group field to task_sla, make it read only and populate it with a before insert BR based on the task assignment group that is populated when the task_sla record is created.
Another option would be to look at using a metric definition to create a metric instance record if a sla is breached, recording the assignment group at the time of breach.

View solution in original post

Tony Chatfield1 · ‎01-10-2023

Hi, once a task is reassigned, I would expect any assignment based SLA/OLA to be cancelled as no longer required and a new SLA/OLA to be created for the new assignment group.

This would require your SLA definition to have a 'reset' condition of assignment group changes.

MattJB · ‎01-10-2023

I do have the reset condition working - so a new SLA/OLA is being triggered with the new group.

We want to be able to measure each team that touches a ticket individually, this is especially important since we have a Service Desk that handles all inbound tickets, so we want to make sure they respond to tickets within our parameters and the next team that receives the ticket does as well; if its possible to setup this way.

Tony Chatfield1 · ‎01-10-2023

Hi, can you clarify your requirement?

If you already have a resetting SLA definition, then a new task_sla record is created for each assignment group and so this seems to be meeting the requirements of your post?

MattJB · ‎01-10-2023

Sorry if my explanation was not clarifying well.

A new ticket is opened, a Response SLA is automatically triggered on "Team A"
"Team A" successfully responds to that ticket, which completes that Response Trigger, however they have to forward the ticket to "Team B" for resolution.

Ticket is forwarded to "Team B" - a new Response SLA is triggered requiring them to also acknowledge/respond to the ticket. Hypothetical, they respond within our parameters and resolve the ticket.

When I run a SLA Task report, that 1 ticket will show:
"Team B" Resolution SLA
"Team B" x2 Response SLAs

Instead of:
"Team A" Response SLA
"Team B" Response SLA
"Team B" Resolution SLA

Currently, both those Response SLAs will be Assigned to "Team B", my goal is for these SLAs to properly show what team they originated with (regardless if breached or not). This is especially needed for any tickets that swap teams multiple times.