Currently, we have multiple teams for working on tickets with SLA policies being applied correctly during ticket creation. However, there are times when we need to move the ticket to a different team (Agent Group) for a resolution. When we assign a ticket to that agent group, the SLA Policy does not change to that Agent Group’s SLA Policy. I looked in Workflow Automator as well as the Scenario Builder and could not find a way to update the SLA Policy applied to a ticket.
I would like to be able to assign a different SLA Policy when I change the Agent Group from one group to another if possible.
