When an incident priority changes, can an SLA be recalculated instead of cancelled?

[bcronrath]

It didn't seem like there was a way to set this up in the default SLA definition form, although are there custom solutions available I could implement to handle this?   The problem I am running into is that our incidents often will change priorities due to urgencies changing throughout the lifetime of a ticket.   Unfortunately this cancels the SLA since the priority changes.   Is there a way to just keep an SLA active but just recalculate the due dates when this occurs?

Best regards,

Brian

[Pradeep Sharma]

HI Brian,

There is a field "Retroactive start" you can use in case you want to calculate the SLA from when the incident was first created rather than current time when the different SLA was attached to ticket.

http://wiki.servicenow.com/index.php?title=Defining_an_SLA#gsc.tab=0

Please let me know if you have any questions.

[bcronrath]

Hello Pradeep,

I do have the Retroactive Start checkbox set to true and the Set Start to Created.   Although it still looks to cancel the priority when I change the priority:

[Reghuram]

Can you please paste the start condition coded in your sla?

Normally if we use   status   "one of" to include all-- New/Active/Awaiting user info .. Vendor etc.       will make sla recalculated based on priority..

[williamhenry]

Hi Brian,

Check for the following property in SLA Properties:

Change the value to SLAConditionSimple.

Regards,

William Henry