Setting the Start Time for an SLA

[simonbourne]

We have client contracts in place that state that the Resolution Starts when the Response SLA has been fulfilled.  That is easy to configure as the Incident changes State from New to Open at that point.

However, we also have a commitment to redefine the SLA if an incident is escalated (can only happen in the first 60 minutes after the Incident is opened).  Escalating (or downgrading) an incident, cancels the existing SLA and initiates the new SLA.  The new SLA start time should be set to the same time as  the previous SLA.

Example:

INC00001 is raised by the client at 08:00.  The Resolution SLA is 1 hour, the incident is in a state of New.

INC00001 is then assigned to an analyst and a response is provided to the client at 08:10.  The incident changes State to Open, the Response SLA is Completed and the Resolution SLA (5 days) is started.

At 08:30 the client contacts the Service Desk to escalate the incident.  The incident Urgency is raised.  This causes the existing SLA to be Cancelled and a new SLA (1 day) to start.  I want the new SLA Start Time to be the same as the previous Resolution SLA (08:10).

Using the Retroactive Start option allows me to set the SLA Start time to be the same as the Opened or Created time.  Not using the Retroactive Start option sets the SLA Start time to the actual (current) time.

How can I set the SLA Start Time to default to the time the Response SLA completed  (08:10 in this case)??

The Opened time is set to when the process of raising the incident starts; the Created date is set to when the new Incident is Submitted

[Ian Kirby1]

Use custom Responded Date/Time and Responded By fields to record the event of the record changing from New to Open state. Set the custom fields via a business rule on the event and then use the custom date/time field in your SLA as the retrospective start time.

[simonbourne]

Thanks.   That is what I figured we would need to do.   It makes perfect sense, but I was hoping there was an OOTB solution.

[Aditya Mallik]

You will need to create a custom datetime type field on task record, that gets updated when the Resolution SLA starts.

Use that datetime field in the "Set start to" on the SLA Definition.