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

[Pramod Pandey2]

Hi Mark,

Thanks for explanation, it would be really helpful if you can share 1 or 2 real scenario why we should not implement this requirement.

So i can explain to client.

Regards

Pramod Pandey 

[Satishkumar B]

Hi @Pramod Pandey2 

to configure Incident Resolution SLAs to adjust based on priority changes:

1. Define SLAs for Each Priority

   • Create SLA definitions for each priority level (e.g., Critical, High, Medium, Low).

2. Configure SLA Conditions

   • Set Start Conditions for SLAs to trigger at incident creation.
   • Add Reset Conditions for higher priorities to restart the SLA when the priority is upgraded.

3. Create Business Rule for Priority Changes

   • Create a business rule to detect priority upgrades:
     • Trigger Before Update when the priority is upgraded.
     • Use a script to cancel the current SLA and start a new one for upgrades.

……………………………………………………………………………………………………

HAPPY LEARNING

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[Dr Atul G- LNG]

Hi @Pramod Pandey2 

Did you try the retroactive start in the start condition? 

https://youtu.be/laNW-2yuWEE

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-level-man...

https://youtu.be/aiqC5YKzwvw

[Udit5]

Hi @Pramod Pandey2 ,

Did you get a solution for this? I have the exact same requirement, how did you achieve this? would really appreciate your help.

Regards,

Udit Gupta

[Mark Manders]

Please read through all replies. This requirement doesn't make sense from an SLA perspective. 

Next to that: raising your own question with your requirements may get you an answer faster than replying to a months old question.