can someone please explain these things?
retroactive start?
retroactive pause ?
when to cancel?
set start to?
Hello,
Use SLA retroactive start and pause:
You can use retroactive start to retain timing information for an SLA when a task record changes. Retroactive pause prevents immediate breaches and notifications when retroactive start is enabled for SLA definitions.
When a task record changes, typically a new SLA may be attached, with a new set of timing information. This is useful if you are re-assigning an incident to another group and want to attach a new SLA record with new timing information.
However, you may want to retain time information for the task in specific situations. For example, an incident is raised with a priority of 3 - Moderate and the priority changes to 1 - Critical after 3 hours. A priority 1 SLA is attached to the incident at that time. You can use retroactive start to ensure this SLA timing is adjusted retroactively to count from when the incident was first created, rather than from when the incident's priority changed. This reflects the actual time the user contacted you.
You can use the retroactive pause property to apply pause times to the new SLA.
For example, you can select Opened to start the SLA from when the task form was initially opened to create the record, which accurately reflects the time the end user contacts the service desk. Alternatively, you can select Created to start the SLA from when the task form was initially saved.
To enable the retroactive pause property, select the Retroactive pause check box.
Enabling this property ensures that the new task SLA record gets any pause time that would have been accumulated during the period between the retroactive start time and now. This pause time increases the breach time with the appropriate amount.
when to cancel?
Start conditionEnables you to define the conditions under which the SLA will be attached.
- Start conditions are not met option: If one or more of the specified start conditions change, then the SLA will be canceled. The Start conditions are not metoption is selected by default.
- Cancel conditions are met option: The start condition has to be met only once, thereafter the SLA will only cancel when the cancel condition is met.
- Never option: The SLA will never be canceled.
set start to:-
Navigate to Service Level Management > SLA > SLA Definitions.
Open the relevant SLA definition record.
In the Start Condition section, select the Retroactive start check box.
From the Set start to, select the event from which the SLA starts.
This option determines the start time used for every task SLA record created from this SLA definition.
Select Retroactive start to choose a date and time field from the task that will provide the start time of the task SLA. If you select the Retroactive start check box, the Set start to field appears offering the date and time fields available on the task type that this SLA definition applies to. For example if you select Retroactive starton a Priority 1 SLA definition and then choose Created in the Set start to field, then the SLA is attached with the start time being the date and time from the Createdfield on the Incident.
HOPE THIS HELPS!!!! MARK CORRECT OR HELPFUL.
Regards,
Mohammed Iqbal
Hi Sreenivas,
When a task record changes, a new SLA may get attached, with a new set of timing information. This can be useful when you are reassigning an incident to another group and want to attach a new SLA record with new timing information.
You can compare Business Time left from the following screen :
SLA with retroacive start : Let’s see the result when set the “Retroactive start” field to true and Set start to field to “created” in our SLA definition which will get attached to the incident when the priority is critical and assignment group is changed (say, Database).
So, when a new SLA is getting attached the with Retroactive checked and Set start to: Created, the new SLA will start calculating from the time when the Incident was created, rather than when it is attached.
If SLA’s Retroactive is false(unchecked), the new SLA starts on the date and time when it is attached to the incident.
One can use Retroactive Start to ensure that the SLA timing is adjusted retroactively (taking effect from the date in past) to count from when the incident was first created, instead from when the SLA is attached.
Apart from task created date, one can also set a different triggering event for an SLA in Set start to field, that is attached to a task after the task was created.
Retroactive Pause : If checked, ensures that the new task SLA record gets any pause time that would have been accumulated during the period between the retroactive start time and current time. The main functionality of Retroactive Pause is that it increases the breach time with the appropriate amount.
Thanks
Ajay
Hi
In brief i can explain you,
retroactive start and Set start to :
If you select the Retroactive start check box, the Set start to field appears, offering options for starting the SLA from various events on the table selected.
For example, if an incident's priority is changed to 1 - Critical from 2- High and a Priority 1 SLA is attached at that time, Retroactive start means that the SLA counts from when the incident was first created(i.e Priority High), rather than from when the incident's priority changed(i.e Priority Critical).
Just make sure that, when retroactive start is enabled, it may result in task SLAs being breached as soon they attach, which will trigger multiple notifications. To prevent the workflow from being processed for these breached SLAs, set the com.snc.sla.workflow.run_for_breached property to false.
retroactive pause :
Enabling this property ensures that the new task SLA record gets any pause time that would have been accumulated during the period between the retroactive start time and now. This pause time increases the breach time with the appropriate amount.
When to cancel :
You can choose the conditions from the When to cancel list under which the SLA will be canceled.
- Start conditions are not met option: If one or more of the specified start conditions change, then the SLA will be canceled. it is selected by default.
- Cancel conditions are met option: The start condition has to be met only once, thereafter the SLA will only cancel
- Never option: The SLA will never be canceled.
Please Hit like, Helpful or Correct depending on the impact of the response
Regards,
Ashvini Kadus
