Can we set a retroactive start based on another SLA ?

[J_r_my V_1]

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

[James Rostron1]

You can change the "Set Start to" to whatever you want. That was just an example I am currently using.

To answer your last question, that will depend on what you have set on your other SLA definitions. Assuming you will have your previous SLA starting under conditions also.

My advice would be to start by creating two SLA defintions (say a P1 and P2), set their start, pause and end conditions and use your development instance to test with some example incidents. You will be able to see under the "Task SLAs" on your incident form when the conditions have been met, paused or cancelled. 

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

[danielbilling · Accepted solution]

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

[Arpita Patnaik1]

Hi Jeremy, 

Any update on this? What is the solution?