Task SLA Assigned To not updating for In-Progress SLA on reassignment (RITM)

[Deepika Gangra1]

Hi Experts,

I am working on a requirement for Task SLA (task_sla) on RITM (sc_req_item).

Requirement:

• For In Progress SLA → show current Assigned To
• For Cancelled SLA → show Assigned To at the time of cancellation

What is already working:

• When SLA is cancelled, the Assigned To value is correctly captured and not getting overwritten
• Initial value is also getting populated correctly

Current Issue:

When the RITM is reassigned within the same group:

• SLA remains In Progress (same SLA continues)
• But my custom field (u_assigned_to) still shows the previous Assigned To
• It does not update to the current Assigned To

Question:

Since task_sla does not update when assigned_to changes,
what is the recommended way to keep SLA-level Assigned To in sync during reassignment (same SLA)?

[Tanushree Maiti]

Hi @Deepika Gangra1 

In Filter condition Add  condition such a way 

Select Show More field-> Then Task=>Task fields ->Assignment group => Assignment group field->Assignment group changes  

That means for your ticket reassignment, BR will trigger