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‎07-10-2017 10:21 AM
Hello,
I'm trying to use Group List from the incident table as a start condition for users within a certain group (see screenshot below). For some reason, the SLA will not attach. Does anyone know what the Group List field is used for? My impression is that it is the groups a certain user is a member of.
Solved! Go to Solution.
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‎07-11-2017 12:06 PM
Interesting challenge, and although it sounds like a fairly common scenario I can't see an obvious way of doing it.
Instead, my approach would be:
- have a script action as a response to the incident.inserted event
- have this script interrogate the groups the individual belongs to
- attach the customer-based SLA to this incident if isMemberOf() revels them to belong to the VIP group
It's a bit of a convoluted way of doing it. A business rule may be cleaner, but either way it sounds like some scripting is needed to check the group level.
An alternative way is - if you're not using the VIP flag - to have a business rule that bestows this flag upon them joining the group (and removal when they leave the group) so that every member of the VIP group also has the VIP flag against the as a user. The SLA can then use this user condition to trigger the customer-based SLA. That's kinda the purpose of the VIP flag, but it's not extensible enough to cater for more than one group/SLA combination.
Does that help at all? It seems strange that there's no standard way of doing it (at least, not that I can see)
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‎07-11-2017 12:14 PM
Agree with Dave. My only other idea too is to create some sort of flag on the user record that you tick when a user becomes a member of this VIP group. Or if you aren't using the out of the box VIP flag, you could use it too. Then base you SLA on the user's VIP flag.
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‎07-11-2017 12:21 PM
Much appreciated!

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‎05-17-2019 11:21 AM
I realize this is an old thread but I'm curious about Group lists for SLA/OLA Start conditions as well. I assumed Group lists were meta groups, possibly for cross-functional usage, and that could be useful for one of my OLA definitions. Unfortunately I can't find ANY documentation on the subject... were they deprecated?