Create new Response SLA when prority changes

[Brendan Hallida]

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

[Steve A]

Brendan did you ever solve this issue. I am in the same situation with our users having the ability to change priority all the way through the Resolve state. I thought about a single response but that would not work and locking down the priority field is also not an option

[Brendan Hallida]

Hi Steve,

No, I didn't unfortunately.  I told management that we would need to engage a consultant for this work and it was put to the side for now.

Cheers, Brendan