SLA Configurations

[VinayKumarA]

We need your suggestion regarding the below SLA Query-

We have two vendors in our servicenow instance and for both vendors, they have their respective SLA's (Resolution and Response). If any ticket (P3/P4) gets upgraded to P1/P2 and initially assign to first vendor and later, ticket got reassigned to another vendor. We want SLA clock shouldn't be reset during reassignment between vendors.

and P1/P2 SLA should be count from the time when ticket got upgraded to P1/P2.

I tried to use the retroactive feature with set start to "updated" but it is working for only one vendor and for other vendor, SLA is being started from the time, ticket got reassigned to that vendor. Set start to "created" works when ticket gets submitted to P1/P2. 

Kindly provide your inputs on my query. Appreciate the quick response. 

[Runjay Patel]

Hi @VinayKumarA ,

just set retroactive start as created instead of updated.

please mark it helpful and accept the solution if it helped.

[KamalP · Accepted solution]

Follow the below steps:

1. Store date time value of priority upgrade from p3/p4 to p1/p2 in the custom field.

2. Select the above custom field in the retroactive SLA field. 

Please mark it as helpful and accept the solution if it helps.

[VinayKumarA]

Yes, that worked. Also, i have created a business rule to calculate the priority upgrade time. 

[VinayKumarA]

I have already tried this and this scenario works when an incident is being raised as P1/P2 but here, in my case, if any P3/P4 incident gets upgraded to P1/P2 and then it gets reassigned from one group to another group during the P1/P2 SLA. How can be resolution sla clock to be set for both group from the time when incident got upgraded to P1/P2. 

It is only working for one group and for other group, it would be taking time when incident got assigned to that group.