SLA should stop when assignment group changes

[Nowlearner]

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 · Accepted solution]

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.

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

[Allen Andreas]

To assist even further, I've made an SLA definition for P3 with these conditions...to echo my point about testing individual conditions first before thinking that it's not working...

Start:

Stop:

This is what happened when I made an Incident and assigned it to Service Desk group:

We can ignore the response SLA, as we're just paying attention to the resolution SLA.

This is what happened when I changed the group from Service Desk group and also NOT to the ServiceNow group:

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

[Nowlearner]

Hi Allen,

Thanks for your time. When i added the OR clause under STOP for assignment group it worked. SLA getting completed when group changes.

I modified the conditions under STOP as:

assign is not group A

assign is not group B

OR CLAUSE

state is not acknowledged or

assigned to is not empty

[Vishwa Prakash]

Hi,

Could you please share the screenshot of the conditionbuilder for start and stop condition.

[Jean-Emmanuel 1]

Hello,

Why not use SLAs Breakdown?

https://docs.servicenow.com/bundle/rome-it-service-management/page/product/service-level-management/...