SLA calculation for reopened ticket

[JJ1]

How exactly the SLA should be re calculated for a reopened incident ?

Our project is currently on Eureka Patch 10 and we are using 2011 engine.The current Resolution SLA conditions are

Start - Status = New or Assigned

Pause - Status Awaiting Vendor,Awaiting User Info

Stop - Status = Resolved or Closed

Retro Active Start = Yes (Checked)

Start time set to ticket Submitted Date(Not opened Date)

Now the scenario is - Business Hours 7 - 7 (Hours) Priority 3 SLA is for 8 hours (Resolution)

A ticket opened at 8 AM Monday (estimated resolution time is 4 PM Monday ),Set to Resolved at 10 AM Same day(That is still 6 hours remaining for the Due date) Business Time elapsed 2 Hour.

Now,

The same incident is re opened after 2 day(Wednesday) ,say 10 AM and it starts a new P3 SLA (Expected) and this SLA breaches (Because it refer to the Submit date as start date)

the project expectation is to set the due date of this new P3 SLA to 4 PM Wednesday ,that is add the remaining un utilized business time to the reopened date.

How can this be achieved ,I do not want to start new SLA for reopened ticket from start data and also do not want to start SLA of 8 hours from the reopened date.The new SLA should be Reopened Date + (remaining business duration from first SLA )

Any suggestions ?

[Deepak Ingale1]

Hi Jeevan,

I think the better way could be to attach the SLA for reopend tickets with the help of Business Rule on task_sla table.

You can set condition something like 'reopened count > 0 ' and the write down your scripted logic over there to determine the remaining time from the initial SLA period.

[Deepak Ingale1]

Modifying SLA Duration Within Business Rule

How do you start an SLA from a business rule?

Above two links might help you to achieve what you want.

[Travers M]

The way we use the SLA stuff is that the resolved is actually a pause condition so then if it's re-opened it just picks up where it left off as we also use the retro start.   We used to get a lot of incidents with an instant breach because it was re-opened and that's bad for numbers and really didn't give a true metric of how we were doing as some users tend to wait awhile or re-open an incident when it's something completely unrelated.

Of course, this won't work if you're dead set on having a new SLA for re-opened incidents

[JJ1]

I have noticed that the pause time will get added to the new sla with retro checked.I will be using this if nothing else works.

Let me try calculating the remaining duration and adding to the new sla with the help of a business rule.