Is there a way to attach SLAs to incidents that are marked Resolved on first contact?

[LMHoffman]

We're wanting to track all incidents for whether SLA was met.

When techs create an incident and mark it resolved without saving first, the SLA is not attached, and hence not measured in reporting.

Is there a way to have the appropriate SLA attach to an incident when it's being created/resolved in the same instant?

[manikorada]

Leah,

I think the cleaner way to do this is to force the users first submit the incident then only resolve it. Though it might take two clicks, that would be cleaner way

[dmfranko]

I think there's another way to do this, at least for incidents.   What we're planning on doing is putting in a pause condition for resolved and then a stop for closed.   This way the SLA records are created, but show the percentages as 0.

[JJ1]

We had an exact same requirement.I got a suggestion from servicenow support to change the SLA condition type to simple and add Status "Resolved" to Start as well as   to Stop Condition.I remember that it did work,but every time the ticket is updated ,it created another new SLA record(completed status) and started to mess up the reporting though the technique helped in attaching an SLA the moment it is submitted as resolved.

But,I did not like the approach because of the duplicate SLA getting attached during the ticket update and also the fact that start & stop condition being same creates lot of confusion.I ended up,removing the "resolved" from the status field when an Incident form is opened in new mode so that the help desk cannot resolve it at the time it is created.

As said by Mani,It takes 2 clicks and the help desk is not gonna be happy with it,but force to submit is the way to do it.

[dmfranko]

Jeevan,

I do believe that doing it by pausing at when it's resolved instead of trying to stop this avoids what you mention above.   I don't get duplicate records every time the record is updated and there's no need to force anyone to save the record before resolution.   2 clicks can add up to a lot of time.   It also has the added benefit if the incident is reopened that the clock starts again.