For SLA/OLA, when priority changes our sla/ola timings should be changed accordingly

[mounika58]

We have implemented SLA/OLA and in the definitions we have kept retrospective "set start to" updated.

When priority changes in the ticket i.e. from p1( resolution time - 1 hr) to p2(resolution time - 4hrs) then p1 is getting cancelled and p2 is getting started from where p1 stopped. But we need p2 resolution time to start at where p1 resolution time started.

We have OLAs for individual teams, hence we can not keep retrospective "set start to" created as if one ola breaches then all the other teams ola will get breached.

Also ours is a shared instance and it is Calgary version.

Please give your suggestions.

[David OBrien]

So basically you're starting your OLA at the time that it gets assigned to a team and even if it changes priority, you want to the new OLA to start at the time it was assigned?

If so, I'd suggest creating a new date/time field, Assigned Date (or something similar).   Then create a business rule that when the Assignment Group changes, update the Assigned Date to 'now'.   Something like the below.

Business rule condition:

current.assignment_group.changes();

Business rule script:

current.u_assigned_date = gs.nowDateTime();

Then you can set your SLA retroactive start to use the Assigned Date as the Set Start to date.

Hope that helps.

[mounika58]

Hi David,

In our case it is about priority changing.

For example : A critical ticket is assigned to windows team so P1 OLA for response(duration is 1 hour) got attached and when the person in the team accepts the ticket then OLA for response is achieved and P1 OLA for resolution(duration is 2 hours) gets attached.

After 1 hour; ticket priority is changed to P2, so P2 OLA for resolution(duration is 4 hours ) is attached and P1 resolution got cancelled so in our case as set start to is " updated" so when P2 OLA is attached time is starting from where P1 resolution stopped but we need the time to start from when P1 resolution got attached to the ticket.

i.e. P1 Response got attached to the ticket at 9.30AM and it is achieved and after that P1 resolution attached at 10.20AM and at 11.30AM priority changed to p2 so P2 resolution also should start at 10.20AM.

Thanks,

Mounika

[David OBrien]

Okay, so the same concept could apply, you just need to have a field that is tracking when the person in the team accepts the ticket and use that as your Set Start to date.

[mounika58]

Hi David,

Here actually 3 tables are involved.

1. Incident - for priority change

2.task sla - where ola's will get cancelled and attached

3.contract sla - where my definitions are present.