How do you determine what assignment group was associated to an SLA record when the SLA was started? Stopped?

[kaylynny]

We have SLA definitions setup to trigger on Assignment Groups. 

If an incident ticket is reassigned during the life of that ticket, we end up with multiple SLA records for that one incident ticket. 

If the ticket is reassigned, how do you determine which SLA record belongs to which assignment group? 

Currently, all SLA records are being reported to the last assignment group associated with a ticket. 

Example:     INC001 - assigned to Group1 

                                           SLA Response A Opened

                                           SLA Resolution A Opened

                                           Incident is assigned to someone 

                                           SLA Response A Stopped 

                    INC001 - re-assigned to Group 2 

                                           SLA Resolution A Cancelled 

                                           SLA Response B Opened

                                           SLA Resolution B Opened

                                           Group 2 resolves and closes the ticket

                                           SLA Response B Stopped

                                           SLA Resolution B Stopped

How can I report that SLA Response A and SLA Resolution A  belong to Group 1   

         and SLA Response B and SLA Resolution B belongs to Group 2?

[Inactive_Us1180]

I use a slightly different approach... it doesn't solve your issue, but it might help. I have 1 SLA running for incident regardless of how many times the incident is reassigned. I use 1 SLA because in the end, it still needs to get resolved within a certain amount of time. Then I use the metric_instance table to figure out how long a ticket sat with a group. 

[kaylynny]

Unfortunately, this does not help.    The reason we need this information is to determine who gets credit for the SLA being met or breached. 

We have a Response SLA per ticket which tells us how long it took to assign the ticket to a resource. 

We have a Resolution SLA per ticket which tells us how long it took to resolve the ticket. 

However, if the priority or assignment group changes, the original SLA, if it was not already completed, will get cancelled and a new one will get opened. 

I need to report on the completed SLA's and give credit to the team that completed it. 

Example:     INC001 was originally set to a Priority 1 with no assignment

                                    SLA Response P1 was started 

                                    SLA Resolution P1 was started 

                   INC001 was assigned to Group 1 

                                    SLA Response P1 was completed by Group 1 

                   INC001 was changed to Priority 2 

                                     SLA Resolution P1 was cancelled 

                                     SLA Resolution P2 was started

                   INC001 was changed to Group 2 

                   INC001 was closed by Group 2

                                     SLA Resolution P2 was completed by Group 2

How do I show SLA Response P1 was MET/BREACHED by Group 1  and SLA Resolution P2 was MET/BREACHED by Group 2?

[JP - Kyndryl]

Hi Kaylynny

I would suggest you don't cancel the task_sla for your Incidents and let the SLA go from one group to another one.

You can configure a SLA Breakdown to see how much time the task sla went in each group and even with each assignee if you want.

Here is the docum to set this up:

https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/service-level-management/concept/sla-breakdown-definition.html

Regards.

JP