Reset the SLA when a member of that Assignment Group the case is Assigned to

[sreeshsurendran]

The Requirement is reset the SLA when a member of that Assignment Group the case is Assigned to when they add an Additional Comment is added.

This is not the actual SLA, it's only for KCI (Keep Customer Informed) SLAs.

[SanjivMeher]

You can set a Reset Condition in the SLA definition to reset it when Additional Comments Added

[sreeshsurendran]

But it should be only reset if the group member of that group it is assigned to.

The above is working, but the business requirement is this.

[SanjivMeher · Accepted solution]

Add additional conditions as below

[sreeshsurendran]

Thanks @SanjivMeher , it's working as expected. I was breaking my head on this by calling a script includes 🙂