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.

[mounika58]

Also for in our case we need to take last OLA start time when it is cancelled.

[mounika58]

Tried to write BR as below ,

when - after, update

taskpriority();

function taskpriority() {

            //var id = current.task.sys_id;

            var gra = new GlideRecord("task_sla");
            //var a;
                    gra.addQuery('task', current.sys_id);
                    gra.addQuery('gra.type', 'OLA');
                    gra.query();

                      while(gra.next()) {
                            gs.addInfoMessage("loop");
                            if (gra.stage == 'cancelled') {
                               
                              //a = gra.start_time;
                                   
                              gs.addInfoMessage("entered first loop" + gra.start_time);
                          }

                      var grb = new GlideRecord("task_sla");
           
                    grb.addQuery("sys_id", id);
                    grb.addQuery('gr.type', 'OLA');
                    grb.addQuery('gr.stage','in_progress');
                    grb.query();

                      while(grb.next()) {
                          gs.addInfoMessage("entered 2nd loop" );
                          grb.start_time = gra.start_time;
                          gs.addInfoMessage("entered loop" + grb.start_time);
                          grb.update();
                        }
}
                 
      }

When priority changes then BR runs but it is not capturing start time for the first time when it is running. Second time it is capturing start time but there is 2 hours difference between task sla time and what it shows in the messages.

Also the time captured for the task when stage is cancelled not getting updated in next record of sla.

please help.

[mounika58]

Tried to write BR as below ,

when - after, update

taskpriority();

function taskpriority() {

            //var id = current.task.sys_id;

            var gra = new GlideRecord("task_sla");
            //var a;
                    gra.addQuery('task', current.sys_id);
                    gra.addQuery('gra.type', 'OLA');
                    gra.query();

                      while(gra.next()) {
                            gs.addInfoMessage("loop");
                            if (gra.stage == 'cancelled') {
                               
                              //a = gra.start_time;
                                   
                              gs.addInfoMessage("entered first loop" + gra.start_time);
                          }

                      var grb = new GlideRecord("task_sla");
           
                    grb.addQuery("sys_id", id);
                    grb.addQuery('gr.type', 'OLA');
                    grb.addQuery('gr.stage','in_progress');
                    grb.query();

                      while(grb.next()) {
                          gs.addInfoMessage("entered 2nd loop" );
                          grb.start_time = gra.start_time;
                          gs.addInfoMessage("entered loop" + grb.start_time);
                          grb.update();
                        }
}
                 
      }

When priority changes then BR runs but it is not capturing start time for the first time when it is running. Second time it is capturing start time but there is 2 hours difference between task sla time and what it shows in the messages.

Also the time captured for the task when stage is cancelled not getting updated in next record of sla.

please help.