SLA: how to define a retroactive stop date?

[Aka Guglielmo]

Do you know if it's possible to define a retroactive stop date in sla definition?

Any idea or help is appreciated.

Thanks,

WLY

[Aka Guglielmo]

The custom field you proposed doesn't work.

I want to set my custom end time in SLA (see screenshot).

I don't want to use the date/time value of when the stop condition is matched.

This is useful when you keep track of incidents or changes happened in the past and you want to resolve it putting in a specific resolved/completed date happened in a moment before.

[Goran WitchDoc]

I think you missunderstood me.

If you have the custom field. and you also have that in the stop condition. Then When you at night check that field the SLA will be completed and the End time will be the moment you checked that field at the night..

Not sure If I'm able to write down how I meant. I can show it to you if that would make it easier.

[Aka Guglielmo]

Probably I'm not able to explain myself.

It's easy: a retroactive start date option is available, it could be useful to have the same concept applied to the stop date

[Goran WitchDoc]

Hmmm,

Retroactive start points at a specific field. what field would you like the stop date to point at if you could make it retroactive?

I might me to deep into ITIL mudpool, but if you solve an incident in the night, you should as well set the incident as resolved. If you it is to much work to do this at that point I would take to the Process owner to look into that how how people are working with incidents.

But I would to hear more about how you are thinking here, might turn me into the same thoughts as you

[Aka Guglielmo]

Ok, let me say you want to measure your vendor.

Your vendor uses your servicenow instance to keep track of Change Requests.

You configure Change Request SLAs to measure the performances of your vendor and to check if operates as the agreement says.

Your vendor manage a lot of change request, thousands.

He doesn't close tasks and changes as soon the activities are over. But it uses to close all the changes worked at the end of the day.

Now:

- vendor could set a custom date/time on change (we call it End Of Work)

- we want to measure the SLA between the create date of change and the End Of Work date field.

Any idea on how to accomplish it?