Hi @Sriram Pusuluri, There are two levels of Schedules involved: 1) The SLA ScheduleThis is the schedule referenced directly in the SLA Definition.In your case, this is “Workdays 8–18.”Its purpose is to define when the SLA timer is allowed to run.S...

You're right—I’ve seen that this setup can be quite tricky for developers, especially when dealing with multiple values of the same field in a negative condition. A simple rule to follow is that anything requiring an "OR" in the Start Condition shoul...

Hi Dave,you need to change the view in prod, you don't have the same one as in Test instance.

Hi ShannaH,There's no such field in the Incident table in the OOTB setup.I believe it would be extremely tricky to add such fields to the Incident table, since an Incident can be reassigned multiple times. The only customization I saw in a few Servic...

@Kathrina Yvonne Cruz The easiest way to see all of the iterations is using the Metric Definition "Assignment Group".It measures the time an Incident was assigned to a particular Group and will display all of the Assignment Groups for a given Inciden...