SLA start condition on create

[Goran WitchDoc]

Hi,

Im trying to figure out how ServiceNow is using the start conditions for SLA. I think I have a very simple SLA that shouldnt be so hard to do, but I hit a brick wall.

I want a SLA To start when then Incident is created and stop when I hit state "Work In Progress".

This was fine first, I put "Active is true" as start condition and as Stop I had state = "Work In Progress".

Everything worked as a charm until I went from "Work In progress" back to state "Assigned to group", which happens when I change assignment group and no assignee has it. Then It started a new SLA, and I guess because the start condition matched and not the Start and pause ones.

Then I thought that I might have to put the start condition to only work when you create the incident, but I can't figure out how to do this.

This have led me to instead of completing the SLA on "Work In Progress", I just pause it and when to completed it until it's closed. It's working since the new ones doesn't get created then. But It don't feel right and I figure that this might mess up some reports in the future that I havn't thought of yet

I guess Im just missing something here and hope to get some help.

[mownika]

I have the same kind of requirement. We are creating a RCA due date field in problem form. By default it should be 30 business days and date should be changeable by only problem manager. For this I have to create Sla that RCA due date is 30 business days and will breach after 30 business days. if problem manager is changing the date then it should breach on changed date not after 30 business days which we gave as default. What conditions should be given in SLA to attach under problem?

[Goran WitchDoc]

In this situation is that if the problem manager changes the date, then the existing SLA should be cancel and a new one with the new date will start. And with retroactive start it should work fine without having thought it through.

[Travers M]

I would think that for your situation if you're looking to just get a new SLA when that field changes, you can set a reset condition on it.   It cancels the old one in case you needed to know it was there for any reason and starts a new one.   You would probably want to make sure you don't have the retroactive start checked for it though as it will use the original start time and not this new one.

You could make this it's own SLA also by having the start condition be that due date field changes.   If you do that, it shouldn't matter if you use retroactive start on it or not as the behavior should still be the same but I'd test both ways to be sure.