SLA on Assignment group

[Nagendra Rao Si]

Hi Folks,

i have a reqiurement create sla based on assignment group when change assignment group then sla shold be start and when change assignment group then privious sla would be pause and new sla will start. when assignment group changes to privious group that sla should be resume.

Regards,

Nagendra

[VIVEK ANAND]

Hello Nagenda,

SLA feature allows you to start, pause and stop the clock based on the conditions. Having said that, yes you can add your requirement to the conditions of the SLA start, pause, stop conditions.

Did you try that?

Usual recommendation is to have sla based on criticality and have metrics on assignment group to monitor how long each group worked on a particular ticket. Your requirement sounds doable but please try out by adjusting the conditions. Sometimes ServiceNow can be very tricky! 😄 

Please mark my response helpful if it helped you.

Best Regards,

Vivek Anand

[Mahendra RC]

Hello Nagendra,

you can create 2 SLAs with below Start Condition, Pause Condition and Stop condition. You can add any additional condition if you want as per your requirement.

SLA 1 for Group1 on Incident table

**********Start condition:

Assignment group is Group1

State is one of New, In Progress

**********Pause Condtion:

Assignment Group is not Group 1 OR

State is Resolved OR Awaiting // If you want the SLA to pause when Incident is in awating state

When to resume: When Pause condition are not met

**********Stop Condition:
State is Closed

------------------------------------

SLA 2 for Group 2 on Incident table

**********Start condition:

Assignment group is Group 2

State is one of New OR In Progress

**********Pause Condtion:

Assignment Group is not Group 2 OR

State is Resolved OR Awaiting // If you want the SLA to pause when Incident is in awating state

When to resume: When Pause condition are not met

Stop Condition:
State is Closed

Please mark my respsone as helpful/correct, if it answer your question.

Thanks

[Mahendra RC]

Hello Nagendra,

Just wanted to check with you, if the above response answered your question. If yes, then please do close this thread/question by marking the appropriate response as correct.

If you still need any further help or guidance on this then please update those on this question.

Thanks