Can Child Case SLA to follow parent Case SLA time ?

[Gowtham Kodali]

We have SLA's configured for the Parent Cases, whenever a Child case is created for a parent SLA is getting attached

Example : For a parent case if SLA timer has start and some time has been elapsed ,after few hours if a child case is created then the SLA is getting attached with entire duration of SLA

Is there any way child Cases will follow the parent Cases SLA timer instead of starting the SLA from beginning on the child case?

[Aman Kumar S]

Do you want to track it separately, or just want the parent SLA info on the child?

[Gowtham Kodali]

i want parent SLA information on child case

[Aman Kumar S]

Here's one related article that should assist you

https://community.servicenow.com/community?id=community_question&sys_id=b9071d64db217410fb4ae15b8a961964

[Community Alums]

Hi @Gowtham Kodali ,

Same SLA record cant be mapped to two incident. We can configure SLA so that two SLA records created with same breach time

Now you create Identical SLA for Child ticket. So, in your main SLA add additional Start condition as parent is null and Reset condition as parent is not null

For Child ticket SLA use the same condition as parent, except the new condition I'm suggestion should be opposite. In Start condition it should be parent is not null and Reset condition as parent is null

Now we need a start time should be same. So, in incident table create new date time field or use existing field like Expected Start which was never used for storing the SLA start time. You have to create a on before business rule and update this field with the create time or the field used in retroactive start for parent SLA.

In child ticket SLA this field mentioned above should be in Retroactive Start.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep