Response SLA does not trigger when incident assigned directly to an agent - 12-4-2023

[Ben331]

Hello,

I hope you all are doing well! Please see my dilemma below, and let me know if you have any feedback to achieve the following business objective. Thanks for any input the community is able to provide!

I currently attempting to implement response SLA's in our environment to track the time it takes to populate the "assigned to" value when an incident hits a specified assignment group. 

For the most part I have achieved this with the condition logic I've documented below. However, there is one scenario I would like to better handle to align with real-world scenarios. (see example below)

Example: (screenshots attached)

1. Service Desk member sees incident record in the Service Desk backlog queue and knows exactly who to assign incident to on the Network team.
2. Service desk contacts corresponding team member of the Network assignment group informing them of an incoming warm transfer.
3. Service desk member updates assignment group value = "Network" and Assigned to value = "Fred Luddy" and clicks save or update

The result of this action would be a "completed" response SLA for the Service Desk, but no response SLA triggers for the Network team. I would like to be able to reward the Network team's contribution for receiving the warm transfer with a completed response SLA. Is there any eloquent solution within ServiceNow to achieve this? This could also be an issue when an incident is created and directly assigned to an agent (no response SLA generated). If I had to guess, I would say it is because the start and stop conditions are both being met at the same time. However, I would like a response SLA to essentially open and auto complete when this scenario arises.

Condition tab logic as stands: 

Start condition =

Active is true

and

Priority is 3

and

Assignment group is not empty

Pause condition = 

Incident state is On Hold

Stop condition = 

Assigned to is not empty

or

Incident state is one of [Resolved, Closed]

Reset condition = 

Assignment group changes

(Reset action = Complete existing Task SLA)

[Theodor]

Hi, I have exactly the same problem. How did you manage that?

[Angel Reyes]

Hello, I have the exact same issue. Has anyone else figure out a solution on this ?

[Ben331]

Unfortunately we were unable to find a viable solution. As of now, we are just taking this gap into consideration in our reporting.

[Harneet]

Hi, did you find a solution to this problem , I am also facing this issue