Incident changes form P1 to P3, what happens in SLA Tasks

[Anil9866]

If I log a P1 incident with a resolution time of 60 minutes, then change the priority to P3 (with a 180-minute resolution time) after 40 minutes, how will the SLA tasks behave? Will the P3 SLA start counting from the remaining 40 minutes, or will it start a new 180-minute countdown? Also, what happens to the P1 SLA task—what stage does it reach after 40 minutes have passed upon changing the priority to p3?

Reference: Ignore for accuracy

parameters in P1 SLA:

Start condition: active true, priority is p1

when to cancel: start conditions are not met

Retroactive check box: unchecked.

parameters in P3 SLA:

Start condition: active true, priority is p3

when to cancel: start conditions are not met

Retroactive check box: unchecked.

Now, here I need to understand does the time continues from where the p1 exhausts. 

Can anyone help me the way to utilize this model of continuing the time from where it was left from previous SLA task.

Thanks in advance

[AndersBGS · Accepted solution]

Hi @Anil9866 ,

if you have the retroactive unchecked, the 60 min SLA will cancel and a new timer will be started with 180 mins on the clock. If you instead check the retroactive start, then there would only be 140 mins left on the clock for P3.

[AndersBGS · Accepted solution]

Hi @Anil9866 ,

if you have the retroactive unchecked, the 60 min SLA will cancel and a new timer will be started with 180 mins on the clock. If you instead check the retroactive start, then there would only be 140 mins left on the clock for P3.

[Chanuka · Accepted solution]

• When you change from P1 to P3, the P1 SLA cancels and the P3 SLA starts fresh.
• ServiceNow' does NOT continue from the previous SLA's remaining time.
• The 'Retroactive' checkbox will not achieve the continuous handoff you want. It makes the P3 timer count from the incident's creation time, giving you 140 minutes, not from the P1's remaining time.
• To continue from where it left off, you must implement custom logic, as this behavior is not available OOB.

If this answered your question, please mark it as the accepted solution to help others in the community!

[yashkamde]

No as the Retroactive check box: unchecked in both SLA's,
so when the P1 will exhaust new P3 SLA will get attached means in your case

the P3 SLA will start a new 180-minute countdown and P1 SLA will get cancel as the start conditions are not met..

If you find this helpful plz mark it as helpful...

[sandeshpowa]

Hi Anil,

Based on your configuration, here's what happens:

When you change priority from P1 to P3 after 40 minutes:

P1 SLA: Gets cancelled at the 40-minute mark because you've set "when to cancel: start conditions are not met" - and once priority changes to P3, the P1 condition is no longer true.
P3 SLA: Starts a brand new 180-minute countdown from zero. It does NOT continue from the 40 minutes already used.
P1 SLA Stage: Shows as "Cancelled" (not breached, just cancelled).

Why doesn't time continue?

With Retroactive unchecked and your current setup, each SLA treats itself as independent. When conditions aren't met, P1 cancels, and P3 starts fresh.

How to make time continue from where it left off:

Unfortunately, out-of-the-box ServiceNow doesn't support "time rollover" between different SLA definitions. However, you have a few options:

Option 1: Use Pause Conditions Instead of cancelling when priority changes, configure the SLA to pause. Add a pause condition like priority changes. This keeps the elapsed time but doesn't transfer it to another SLA.

Option 2: Single Dynamic SLA Create one SLA that covers all priorities and use custom scripts to dynamically adjust the duration based on the current priority. This way, you're working within one SLA definition that adjusts as priority changes.

Option 3: Custom Business Rule Write a business rule that captures the elapsed time from P1 SLA and adjusts the start time of the P3 SLA accordingly when priority changes. This requires scripting but gives you full control.

If this answered your question, please mark it as the accepted solution to help others in the community!