Freshservice doesn’t retrigger SLA notifications by default. You’ll need a workflow that resets or reapplies the SLA whenever a ticket is reassigned to a new group.

​@herrybrook Can we set a condition “when the ticket is not reply by agent within 15 minutes after the ticket is reassigned if its reassigned in Indian Standard Time working hour 9-6PM” in Workflow Automator?

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The solution is to user Power Automate. We need to GET ticket conversation and GET agent group. Compared using contains() expression. If each of the conversations contains user_id of agent from the group, meaning the ticket has responded. Add ‘Do until’ action to start the SLA only when IST working hour.

​@tazaadha this is interesting can you post what that looks like so I can get a better understanding of your solution and how you used power automate?

Hi ​@ITMike, I will list out all the trigger and actions node in Power Automate

When a HTTP request is received > Compose ticket ID to become numeric using replace expression > HTTP GET the ticket details > Parse JSON the HTTP GET ticket details > HTTP GET Agent Group > Parse JSON the HTTP GET Agent Group > Initilize variable the ‘members’ - type array - the value of ‘members’ is from parse JSON HTTP GET Agent Group > CONDITION YES - date and time IST Monday - Friday 9-6PM > Yes - delay 15 minutes (SLA time) > apply to each of the ‘conversation’ > inside apply to each is condition - contains ‘member’ inside ‘conversation’ > Yes, no action (Agent from the already reply the ticket), No, send an email > CONDITION NO > Do until date and time IST Monday - Friday 9-6PM > repeat again the yes or no condition of to check member inside conversation.