SLA schedule is not changing when we are changing the assignment group

[siraju]

We have reviewed the documentation but were unable to locate the information on whether the existing SLA will adopt the new schedule defined for the group when the assignment group is changed. Could you please provide assistance regarding this matter?

[Aman Kumar S]

Hi @siraju 

Find HI support explanation for the ssame:

Description

Is there a way to change the SLA schedule based on the Assignment Group schedule?

Resolution

Linking an Assignment Group Schedule to an SLA is not feasible due to the following reasons:

• If the SLA schedule is updated based on the Assignment Group schedule, the SLA engine will not take into account the previous schedule hours spent on the incident.
• Additionally, modifying SLA schedules is not advisable as it may cause conflicts with the SLA engine's calculations.

[varunkumar11863]

Hi @Aman Kumar S 

Have you tried exploring 'Reset' condition as assignment group changes?