SLA start time will be changed based on Priority changes

[SrinivasuSagi]

Hi Team,

It always shows SLA start time as same even though we changed Priority in ServiceNow, but we want to see SLA start time will be changed based on Priority, I think it maybe we checked Retroactive start is true and set start to as created

Thanks,

Srinivasu 

[Uncle Rob]

Yes, retro-active start by definition resets to a fixed point, usually created or opened date.
If you want the SLA to start "at the time of change" then don't check retroactive start.

[AndersBGS]

Hi @SrinivasuSagi ,

not sure I fully understand your question. If you want to change start time for when the priority was changed - then yes, don’t select retroactive start.

If my answer has helped with your question please mark my answer as accepted solution and give a vi thumb up.

Best regards

 Anders