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
