Dear Team ,

As per one of our customer requirement is to start/stop OLA's Clock based on different selection of categories in Request Tickets for specific one Assignment Group. Is it this doable/feasible in SMAX 23.4 version ? and what could be the approach we need to execute to fulfil this requirement . Please check and suggest on this .

ex:-  They have below categories available in SMAX  . Whenever Service Desk Agent will select  below categories  in Request Ticket , the OLA clock should start for below selected Category and they will be using only one Assignment Group i.e; Cable_Group  for all below Categories . If that Category is changed even the Status is Open , than OLA will start from zero for other selected category as well .