Configuration of Incident Resolution SLA for Upgrade/Downgrade then SLA should change

[Pramod Pandey2]

HI Communty,

Whenever the priority of the incident is upgraded from low priority to high priority,

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

AND

Whenever the incident is downgraded from high priority to low priority,

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

Thanks

Pramod Pandey

[Mark Manders]

There is no 'changes' in the conditions for the sla definitions. It also doesn't make sense. If you have an SLA of 8 hours for P2 and 4 hours for P1, that would mean that an incident on P2 gets 12 hours without breaching, because it can be set to P1 at hour 8 and get an additional 4 hours. 

I don't know who gave you this requirement, but it doesn't make sense. By changing priorities, you are able to not fulfill your contractual requirements, without showing that you didn't.

[AndersBGS]

Hi @Pramod Pandey2 ,

I couldn’t have set it better than what @Mark Manders aalready stated - your requirement doesn’t make sense… I would suggest that you challenge who ever that have provided that idea.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Pramod Pandey2]

Hi Anders,

Thanks for reply, i have gone through Mark reply as well

It would be really helpful if you can share 1 or 2 real case scenario so i can explain to client.

Regards

Pramod

[Mark Manders]

What's wrong with the scenario I already gave you: let's say a P2 has 8 hours to resolve and a P1 4 hours.

I start working on a P2 and after 7 hours I realize I have been drinking too much coffee in between and I am not going to get this ticket resolved in time. I make it a P1 which gives met an extra 4 hours to resolve the ticket, making that it has a resolve time of 12 hours instead of 8, before anything is breached.