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. 

[KamalP]

try the below steps:

1. create a custom date time field in the incident form

2. create a business rule for storing the date-time value for priority upgrade from p3/p4 to p1/p2.

3. select the above custom field as a retroactive start field in both or all application SLAs.

Or

Please import the attached update set in your PDI.

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

[VinayKumarA]

I tried to import the update set but it's giving me an error while

[KamalP]

Skip the remote update and commit the changes directly.

[Runjay Patel]

Hi @VinayKumarA ,

As i said set retroactive as created it will work.

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

-------------------------------------------------------------------------

[VinayKumarA]

This solution is working when incident raised as P1/P2 and then reassignment between groups happened but what if, an incident is initally raised as P3/P4 and then priority got upgraded to P1/P2 and that time, we want the SLA resolution sla clock will start when the priority got upgraded to P1/P2 and reassignment of tickets from one group to another.