SLA Elapsed time reset when SLA Definition changes

[GaneshErike]

We have configured multiple SLAs in ServiceNow for the same table with:

• Same Assignment Group
• Same Start / Stop conditions
• Same Workflow
• Different Priorities (P2 and P3)

Current behavior:

• An incident is created with Priority 3
• P3 SLA gets attached and starts running
• After some time (for example, 1 day), part of the P3 SLA is already consumed
• The incident priority is then changed from P3 to P2
• The P3 SLA gets canceled
• A new P2 SLA gets attached
• The P2 SLA starts from 0, without considering the time already consumed by the P3 SLA

Please suggest a way, when a new SLA assigned, it has to consider the time consumed in previous SLA

Please let us know your valuable suggestions.

Thanks in advance.

[Dr Atul G- LNG]

Hi @GaneshErike 

Please check whether the Retroactive option is enabled on the P2 SLA. If it is not enabled, the SLA will start from the current time. If it is enabled, it will use the record creation time.

https://youtu.be/X7T6fviU1hg