what is retro SLA

[GopikaP]

Hi @neerajkmr06 , if you are looking for retroactive start and pause in SLA - you can check ServiceNow docs - 

Configure SLA retroactive start and pause

what is sla retroactive start and where you can de... - ServiceNow Community

Example- Solved: what is retroactive start in sla and give me one e... - ServiceNow Community

[Shraddha Kadam]

Hello @neerajkmr06 ,

Please go with below community link and video links that will be helpful for you -

https://www.servicenow.com/community/developer-forum/what-is-retroactive-in-service-now/m-p/1771929

https://www.youtube.com/watch?v=tY098MB7bTE

https://www.youtube.com/watch?v=DKv4LAZSH-0

[Nikhil Bajaj9]

Hi  @neerajkmr06 

In ServiceNow, retroactive start for an SLA (Service Level Agreement) means that the SLA's timing is adjusted to count from the moment the related task record was first created, rather than from when the SLA was attached or when certain conditions like priority or assignment group changes occurred, according to ServiceNow documentation. This is particularly useful when an incident's priority or assignment group changes, and you want to ensure the SLA accurately reflects the total time elapsed since the incident's creation, not just the time since the change. 

Regards,

Nikhil Bajaj

[Sardash]

If you select the Retroactive start checkbox, the set start to field appears.

For eg- If an Incident's Priority is changed to '1' and 'Priority 1' SLA is attached.  At that time, retroactive start means that the SLA counts from when the incident was first created, rather than from when the incidents priority changed

If retroactive start is cleared, the SLA starts on the date and time that it was attached to the incident