Very similar to this post - For SLA/OLA, when priority changes our sla/ola tim... - ServiceNow Community
We have a requirement for OLAs to be configured for request and incident as such that each assignment group has their own OLA for when a ticket arrives in their queue, and the timer starts again. This can be done by disabling retroactive start, but it means when a ticket priority changes the timer also starts again there, but a priority change within a ticket shouldn't grant an assignment group with additional time to complete the task, unless the priority goes lower.
Industry standard appears to be that the timer shouldn't restart if the priority is changed, which is what I'd expect, therefore retroactive start should be enabled. How do we configure this while also allowing for a new OLA with a new start time when the ticket changes assignment group? How are other people using OLAs across assignment groups?
I am ideally trying to find an out the box solution but everything is pointing to custom business rules, which we are trying to avoid.
