SLA Business elapsed time Incorrect (changing p1 to p2 when incident state is OnHold)

Dileep Raju
Giga Guru

‎10-20-2023 07:43 AM

Steps to Raise a incident:
 Create Incident with p1 and state in progress.then put on hold awaiting caller. then, while on hold, change to p2.

result(issue):

the p1 and p2 SLAs appear to be working correcting in that the P1 was cancelled and the P2 added. However, when the P2 was added, it was added with the time from the beginning of the ticket, and does not take into account the time the ticket was on hold (p1 end time != p2 start time). The P4 SLA should start with the same business elapsed time as the P1.

expected:
p1 and p2 elasped business time should be same(p1 end time = p2 start time)

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5 REPLIES 5

Mohan Mallapu
Kilo Sage

‎10-20-2023 08:22 AM

@Dileep Raju 
Can you check the "Retroactive start" of the P2 SLA , if it is enabled it will calculate the start ticket creation time.

MohanMallapu_0-1697815303327.png

 

 


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Dileep Raju
Giga Guru
In response to Mohan Mallapu

‎10-20-2023 08:35 AM

Hi @Mohan Mallapu 
It is not working as expected.
Now p2 elasped business time = 0

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Dileep Raju
Giga Guru

‎10-20-2023 08:27 AM

Hi @Mohan Mallapu 
Thanks for quick reply
If we do that any other issues will come ?

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Mohan Mallapu
Kilo Sage
In response to Dileep Raju

‎10-20-2023 08:34 AM

@Dileep Raju  No it won't create any other issues.

Please mark my answer as correct based on its impact.

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