Create new Response SLA when prority changes

Brendan Hallida · ‎09-10-2017

Hi all,

I have an interesting requirement from the powers that be regarding Response SLA. Essentially, when a priority is changed and the response SLA is already completed, they would like the a new Response SLA to be created at the new priority level.

Scenario

By default, when an incident changes priority while the response SLA has not been met, the original response SLA is cancelled and a new Response SLA with the new priority is created.

What can sometimes happen is that the response SLA will be met, and then after this, a decision is made to raise the priority of the incident. Since the response SLA is already completed, when the priority is changed a new response SLA is not created.

The current conditions of our SLAs are: These are for a P3 SLA. They are all the same.

Start Condition:

Stop Condition:

I cannot wrap my head around how I can deliver this. Anyone out there have any ideas?

Cheers,

Brendan

gauravchoudhury · ‎09-10-2017

Hi Brendan,

You can cancel the existing SLA in an onbefore business rule. (As soon as existing SLA is cancelled, the new SLA triggers off)

In an onbefore business rule, cancel the existing SLA and mark it inactive. After doing this the new SLA will automatically trigger if the conditions match on SLA.

Source: Link

Brendan Hallida · ‎09-10-2017

Hi Gaurav,

Thanks for getting back to me.

I don't need to cancel the SLA as such. This happens by default if the priority is changed before the Response SLA is completed. It is after the Response SLA is completed and priority changed that I would like a new Response SLA at the new priority with a retroactive start from the incident created date.

A BR may be the way to go though - would you have any examples?

Cheers,

Brendan

gauravchoudhury · ‎09-11-2017

Hi Brendan,

Refer to this screenshot (this should give you a fair bit of an idea):

Also, once you select 'Retroactive Start', you will receive additional options which you would need to select as per your requirement.

Brendan Hallida · ‎09-11-2017

Hi Gaurav,

Thanks for your reply.

My SLAs are using retroactive start currently. It's trying to create a new Response SLA at the new Priority Level when a priority is changed and the response SLA is already completed.

This is very hard to describe, so I will add an example:

An incident is raised as a P3 for a user having an issue with a Citrix session. The response SLA is met and completed. After this time, the investigation has found that the entire Citrix farm is now affected. We determine that this is now a P1 and raise the priority as such.

The P3 Resolve SLA which is still active is cancelled and then a P1 Resolve SLA is created with a retroactive start on the opened date.

Since the P3 Response SLA was completed prior to the priority upgrade, there is no P1 Response SLA created. This affects reporting, as we report on P1 resolve breaches etc, however, their is never a response SLA to match it and Upper Management questions me on it every week.

Does this help explain it?

Cheers,

Brendan