SLA to restart when a case is assigned to a new assignment group

[FredericoA]

Hi all,

I need to have the Incident response and resolution SLA´s to restart whenever an incident is assigned to a different Assignment Group. What is the best way to achieve this? Aletrnatively (not the preferred option) is there a way to calculate both response and resolution from a given Assignment Group based on incident priority?

Thanks in advance for your help.

Fred

[Bert_c1]

Hi,

There is a 'Reset Condition' on the SLA form that should meet your first goal.  See OOB examples for "Resolution" and "Response" in you instance for your other goal.