SLA Breakdown and retroactive start

[Abbottronix]

We've set SLA breakdowns up on our instance in order to know how much time our SLAs spend with different assignment groups and assignees.

Problem is, we have retroactive start set on our SLAs, which mean they measure all the time since an incident was created, not just the time since an SLA was created. 

So we have a problem where the breakdown measures all the time since an incident was created, but only looks at the groups/assignees since the SLA was created.

So if we have a situation where if an incident was in a lower priority and assigned to assignee 1, then upgraded priority and assigned to assignee 2, then upgraded priority again and assigned to assignee 3, the SLA breakdown only detects assignees 2 and 3, and gives all the time a ticket sat with assignee 1 to assignee 2. 

For instance, this incident was created at 16:17, and originally assigned to Carl. It's priority was updated and it was assigned to Ayesha, and then it's priority was updated again, and it was assigned to Tom. But because a new SLA was created when the priority was updated, this breakdown only looks at the assignees the incident had when it was at this priority, which are Ayesha and Tom. So it assumes all the time prior to the priority update belonged to Ayesha, even though some of it was actually with Carl. 

[kaushal_snow]

Hi @Abbottronix ,

This is a known artifact of using retroactive start on SLAs , because retroactive start causes the SLA timer to be backdated (often to record creation) the SLA Breakdown algorithm will only evaluate assignee and group changes after the SLA was attached, attributing prior time to the first valid assignee change it sees, so to fix this you’ll need to either disable retroactive start (so the SLA starts when conditions are met) or write a custom breakdown logic that accounts for the history of assignment changes prior to SLA attachment....

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