SLA Breach /w Multiple Assignment Groups

[MattJB]

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 · Accepted solution]

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dynamic, so all task_sla for task x records will show the assignment group that is populated when task x is closed\is no longer active.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.

[Swapna Abburi]

@MattJB 
Did you try SLA Breakdown definition by assignment group if it meets your requirement?