SLA reset condition is getting satisfied at the time of creation of record

[Shubham Zanwar]

So this is my START condition for the Response SLA.

There are two field on the form 'HR service' and 'Assignment group'. The assignment group is populated after saving the form on what HR service we select while creating.

After saving a new a record, the 2 SLA are gets start. First SLA is when we are creating a record because of the START condition, so its cancelling that first SLA at the same time of creation and second one is getting created because of the RESET condition, reset condition is 'Assignment group Changes'. (See Screenshot below). The assignment group is changing from Empty to 'Any assignment group'.

Here is the example what actually happening.

What should I do so it will not satisfy the RESET condition at the time of creation but it will satisfy if the Assignment group get changed later and only creates the 1 SLA when the new record is saved?

[Mark Manders]

Why do you have a reset condition on the change of the assignment group? An SLA is about the duration within which the ticket should be resolved. Resetting the SLA based on assignment group change is weird. Your end user is expecting it to be resolved within x time. Some one reassigns it and suddenly it takes extra time. 

If you have an SLA on a certain duration (set end date) it makes sense to reset it when that end date changes, but not on reassignment.

[Shubham Zanwar]

Hey Mark, Thanks for the reply.

Yes, you are right, but they want to reset it after the change in Assignment group. 
Is there any way that can fulfill my requirement? 

[Mark Manders]

I would tell them that their requirement is wrong, because it makes no sense.

And you probably can't change it, unless you can add 'assignment group is not empty' to the start condition, but I don't know if it is for all tickets that they are created with an assignment group. 
Because you are probably using assignment rules, the ticket is created and right after that the group is set. That means that it is active before the group is set and therefor your reset condition starts. 

So it's either do nothing, because there is only 1 SLA on the ticket that runs (you never report on canceled SLA's) or add the assignment group condition to the start condition.

But this is a requirement that shouldn't be on the table.

[Shubham Zanwar · Accepted solution]

The issue is resolved. We have updated the RESET condition as below.

Thank you!