Managing SLA Summation for Incidents with Multiple Priorities

[DenyzStofel]

At the company where I work, when changing the priority of an incident, a new SLA line is created. However, for contractual purposes, I need to know the REAL SLA by summing all SLA lines from my team if the incident has been closed by us. When searching through reports, sometimes I find more than one line for the same incident, but with different priorities. How can I make it sum these lines in a report?

[Mark Manders]

How are your SLA's setup? If a new SLA is attached, because of priority change, the old one should get canceled and the new one should have a retroactive start, so it starts on creation of the incident, right? The priority of an incident should be clearly defined and changing it should only be done because of a wrong priority in the first place. 

You could have a response and a resolve SLA on a ticket and numerous other SLA's if priority changed, but you should only have one completed response SLA on resolving: that of the last priority set on the record, because that is the correct one. It doesn't make sense to start the SLA at the time of priority change. That would mean that a P2 with 8 hours (making some assumptions) would get another 4 hours when you change it to P1, while in fact it should be resolved within 4 hours. 

If the concern is the assigning (I have seen that in the past, although I don't read it in your question), it could be that the 1st line keeps a ticket for too long, making it impossible for you to resolve it in time, but in that case, you should have SLA's for your team (starting on assigning it to your team), which gives the 1st line a job to do, because they are responsible for the all over SLA.

It could be that I am missing something in your process, so please elaborate if you need more help or information.