Recalculate "First response time SLA escalation notification" everytime the ticket is assigned to a new group

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?

I've recently started exploring the Freshworks Community, and I must say it's an incredibly helpful platform! Whether you're a developer, admin, or product user, the resources and discussions available here make it much easier to troubleshoot, learn, and connect with others in the ecosystem. Looking forward to contributing more and learning from everyone here!

​@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.