SLA should stop when assignment group changes

Nowlearner · ‎03-29-2020

Hi,

Can somebody help me how to stop sla when assignment group changes.The concern is there are two assignment groups mentioned though for start condition.

And in the stop condition i have these two groups again.

If i remove any one group from the stop condition, the SLA is being completed and working fine but i want this to be applicable for 2 groups.

Thanks in advance!

Allen Andreas · ‎03-29-2020

Hello,

Please remove the other conditions from the STOP to see if it's working.

Unfortunately, you have a lot going on...we don't know what you're doing, you're just saying it isn't working. No screenshots of the incidents or SLAs in action.

You have a complete other set of SLA conditions for this to stop as well....so you need to address the actual problem which is the group situation, first. Troubleshoot that, then add on other conditions.

We have no idea what the incident state is...or if the assigned to is not empty, etc.

Your use of "OR" as well can be causing problems in the STOP.

Also in the start, you can use the "add "OR" clause" to set a complete other set of conditions and not piggy back on the same assignment group is group A line.

I'd recommend building them out as separate OR clauses.

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Manoj Kumar16 · ‎03-29-2020

are you using or in the stop condition???

Nowlearner · ‎03-29-2020

Yes i am. I have attached start, stop and reset conditions of my sla. I have also tried assign group is not A or B in reset conditions as well but still no scenario works. May be should i just opt for scripting or need to create separate for 2 groups which doesnt sound correct?

Allen Andreas · ‎03-29-2020

Hello,

Your start needs to be:

Assignment group is Group A

or

Assignment group is Group B

This is because you want that specific SLA Definition to begin if the assignment group is one of those.

However, for it to stop...you saying you want it to stop when it is NOT one of those...

So you need to use this for the stop:

Assignment group is not Group A

AND...

Assignment group is not Group B

Please mark reply as Helpful/Correct, if applicable. Thanks!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

Nowlearner · ‎03-29-2020

Hi Allen,

I have tried your solution.

I already have assign group A or Assign group B condition under START and i have added

assign group A and Assign group B conditions under STOP now....

Whats happening is sla's are getting attached but they are not getting completed and remained in progress even though i assign it to group C

It is waiting for the ticket until it gets reassigned to group A or group B to get completed which is not expected.