Need Help with Custom SLA Definitions

[Nag89]

Hello,

I've a condition where only 1 SLA response need to be attached to ticket. I've achieved it using condition set as 'reopened count is 0'. However, for resolution, I've condition set as below which I need help with:

-Once the ticket is resolved, SLA is marked as complete.
-If ticket is reopened, the completed SLA should be marked cancelled and a new SLA should start from the time it's reopened with remaining SLA.

Ex: 

SLA for P3 incident is set to 2 business days.

SLA resolution started on Monday, resolved the incident on Tuesday. Elapsed time would be 1 business day. Ticket is reopened on Thursday, it should update the previously completed SLA as cancelled and new SLA should start with Remaining time 1 business day.

Note: I've tried reset conditions, but it's only working on running SLAs but not completed SLAs.

Is there any OOB start/reset conditions we can try or any business rule/scripting that you can suggest.

Thanks in Advance

[Dr Atul G- LNG]

Hi @Nag89 

You are right, once SLA completed it will not reopen if I am not wrong, it will attach the new SLA.

@AshishKM 

[Nag89]

Thanks for response @Dr Atul G- LNG , any help that I can get on how do I achieve this?

If it's advanced Business rule, would you provide any script please for such condition as mentioned above.

[Dr Atul G- LNG · Accepted solution]

Hi @Nag89 

I wish I can help, but what you asking is against the rule, means you want to reopen the closed SLA. Please advice the same to client and make them understand the right process.

[AshishKM]

Hi @Nag89, 

The OOTB SLA definition is not completing on resolve state because of the re-open possibilities. I don't see any business benefit with this new SLA on re-open logic instead it will add more complexity and impact of SLA reporting actual/business duration. Many org users ( itil based ) has good understanding with OOTB SLA feature.

As each SLA definition are individual object, the new SLA will not change to previous "Complete" one. You have to write some external code in BR to cancel it,  and calculate the remaining duration, but if you are trying to re-set this new duration after new SLA created, it may not work properly because its already in created and its running thread. 

So better the avoid this remain duration logic because we need to give fix duration in definition, and trigger the new SLA from beginning of incident ( Retroactive start = checked ) and set the cancel previous on via BR.  

-Thanks,

AshishKM