Can we set a retroactive start based on another SLA ?

J_r_my V_1 · ‎03-05-2018

Dear all,

I didn't find the way to do it (even using the service now docs).

Is it possible to set a retroactive start based on a previous SLA ?

Exemple:

I have an incident.

The first SLA is triggers by a low priority. It lives and has its pauses etc.

The priority change to Critical, the first SLA stops and the 2nd is triggered.

Can the result of the first SLA be taken in count by the 2nd SLA ?

You can find in attachment a powerpoint that will explain my need, it might be easier to understand.

Thank you in advance for you help !

Regards,

Jérémy

danielbilling · ‎03-07-2018

Hi Jeremy,

don't think there is a easy OOB way to do what you are asking for.

one possible way would be to create a new date time field on task (SLA task retro) , then populate this field with a Business rule on task sla with current date - "used time" on your active sla

View solution in original post

James Rostron1 · ‎03-07-2018

I've had a look at your slide and I'm not sure if i am following, please correct me if wrong.

Are you wanting SLA 2 to start if the priority changes from 1 to 2?

J_r_my V_1 · ‎03-07-2018

Hello James,
Thank you for the time spent !

1) The first SLA 1 starts when the Priority is "1".

2) The 2nd SLA starts retroactively at the begining of the SLA 1 when the priority is "2", taking in count all the SLA 1 pauses etc.

The aim of that would be if a Service Desk Group doesn't correctly prioritize an incident and later change the priority to the right one, the spent time on the previous SLAs isn't lost.

I hope this is understandable.

James Rostron1 · ‎03-07-2018

The way to do this is in your SLA definitions here; Service Level Management>SLA>SLA definitions

First, Create an SLA you want to assign to each priority going to be used in your instance. Your start condition will pretty much stay the same for each separate SLA (an example of one of mine below)

The most important field that will help you achieve the above is the "Set start to" (below)

Once that is done, you just need to define your pause and stop conditions.

Please Hit Correct, Helpful or like,if you are satisfied with this response.

J_r_my V_1 · ‎03-07-2018

Thank you for your answer, but if I understand correctly the behaviour of "Set Start to" ==> "Created", this option allows us to set up a retroactive start on an incident field which is n this case "Created".

In fact if we come back to my example, the SLA will start retroactively at the creation of the incident.
What I want is the creation of the previous SLA.