Hi Mark,

Thanks for reply, below is my actual requirement.

Whenever the priority of the incident is upgraded from low priority (P3/P4) to high priority (P1/P2)

Then the SLA should start from the time the priority was updated.

AND

Whenever the incident is downgraded from high priority (P1/P2) to low priority (P3/P4),

Then the SLA should start from the time the incident was created (no change)

I too thought of 2 sla but i think it won't be possible with 2 sla.

Can you give me more details on solution as customer need this.

Regards

Pramod Pandey