Stop SLA when Assignment group changes

[AniketN]

Hi,
I want to stop SLA when Assignment group changes, I did not found any way to do it through SLA definition.

Can you please help me!!

[Ashish Parab]

Hey @AniketN 

Yes, you can pause or cancel an SLA based on the reassignment of Problem task in ServiceNow. This can be achieved by configuring a Business Rule that monitors changes to the Problem task reassignment field. When this field is modified, the SLA will be paused or cancelled accordingly.

Please mark this as "correct" and "helpful" if you feel this answer helped you in anyway.

Thanks and Regards,

Ashish

[Saiganeshraja]

In your case, you need to write a business rule on "problem_task" table which runs when assignment group changes  and set stage by using GlideRecord("task_sla") table.

Mark correct and helpful, if it helps.

[Robbie · Accepted solution]

Hi @AniketN,

This is possible, however sadly it's not as easily configurable as the condition builder.

You can actually override conditions within SLA's (more info in the link found below), but in short you're going to have to script this using a Script Include. You can then point to this Script Include from your SLA by populating the 'Condition type' field. (This is not displayed by default I believe).

Take a look at the link. You can fully customize and control the stopping of an SLA via the 'complete: function(){ ... code goes here }

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

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[AniketN]

Hi @Robbie ,
Thank you so much for the solution!!!

I implemented it & it's working fine.

I have another question,
I want to resume SLA when Assigned to field is changed, I tried doing it using SLA Condition Rule but it's not working.
SLA Reset condition :

Script include :

Can you please help me on this?