Start new SLA on change of an assignment group

[sourabhdhaygude]

HI Community members,

I have an SLA which runs asynchronous. I need to cancel this SLA and start a new one based on the change of an assignment group. But as I am running these SLA's async, the system does not recognize "on change" event. Hence it does not cancel the current SLA and start a new one.

Has anyone encountered this kind of problem?

Kind regards,

Sourabh Dhaygude

[SanjivMeher]

You may need to create a flag to identify, if assignment group changed. Or store you old assignment group is another field, for ex old_assignment_group.

Set the old assignment group using a business rule.

And in reset condition, use operator 'is different' from old assignment group.

[max10121989]

Hi Sanjiv,

The above suggestion is technically right , but there are no update events/parameters through which we can compare!!

Any more bright ideas?

[SanjivMeher]

Hi Oiswarja,

When ticket is saved, events are auto-triggered to update SLA.

Is it not working for you?

[sourabhdhaygude · Accepted solution]

I just cancelled the existing SLA in an onbefore business rule. It works great for me. As soon as existing SLA is cancelled, the new SLA triggers off.

Kind regards,

Sourabh Dhaygude

[SanjivMeher]

Great Sourabh. Can you mark this thread answered, if it resolved your issue?