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10-25-2024 12:18 PM
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.
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10-27-2024 03:06 AM
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.
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10-27-2024 07:23 AM
Hi @VinayKumarA
I see you have utilized Retroactive feature and set it to 'Updated', please set it to 'Created' field.
Please appreciate the efforts of community contributors by marking the appropriate response as the correct answer and helpful. This may help other community users to follow the correct solution in the future.
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Cheers,
Prashant Kumar
ServiceNow Technical Architect
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