SLA calculation for Reopened incident.

[vinzz]

Hi,

I wanted to understand SLA calculation for Reopened incident.

Current configuration- SLA is attached when NEW incident is created, paused when placed on ON HOLD & stops when set as RESOLVED. Also taking into account that we have retroactive start set to true.

In addition we have auto closure of resolved incident after 7 days.

Eg- An incident which was opened (20th June 18, 12pm) with SLA of 2 days will breach 22nd June 18, 12pm. Now if the incident is set to Resolved after one day(21 June 18, 12pm), SLA is not breached.

But if the incident is reopened after 4 days(25 June 18, 12 pm), as per the retroactive start configuration incident is set to breached already.

To deal with this  breach scenario thought to pause the SLA clock at RESOLVED, but then if we stop the clock at CLOSED, incident will be breached as auto closure is 7 days but SLA is 2 days only.

I was wondering if it is possible in reopened incident for SLA clock to NOT consider the time from the First RESOLVED to reopen time.In the eg above- The time from(21 June 18, 12pm) to (25 June 18, 12 pm) is not counted in SLA for reopen incident.

Any leads will be great help

Thanks

[Dubz · Accepted solution]

You should set your SLA to pause when the ticket is set to resolved and only stop the SLA when it changes to closed.

[vinzz]

If the clock stops at Closed, then by default all the SLA will be breached as auto closure is 7 days.

[Dubz]

If you resolve an incident after 1 day then the SLA timer should pause, then when the record closes the SLA timers stops. The actual elapsed time will be 8 days but the business elapsed time, which is what the SLA should be running on, will be 1 day.