SLA Definitions - Include elapsed time for Incident Priority downgrades, but not for priority upgrades

[Robin Chadwick1]

I have a customer that is looking for their SLA Definitions against the Incident table to do the following:

• When the priority of an incident changes from one priority to a lower priority (P2 to P3).
  They want the current elapsed time to be included when the P3 SLA definition is triggered (Retroactive Start = True)
• When the priority of an incident changes from one priority to a higher priority (P3 to P2)
  They do not want the current elapsed time to be included when the P2 SLA definition is triggered (Retroactive Start = False)

Is it possible for these 2 to exist at the same time?

[Tony Chatfield1 · Accepted solution]

Hi, I believe that this will be possible with separate SLA definitions, if you update your instance to to allow SLA condition changes().

Adding "Changes to" and "Changes from" operators to SLA Definition Start/Pause/Stop condition sectio...

So the SLA's needs a cancel condition of SLA is not Priority X
and start conditions of 'Other conditions'
AND Priority IS A
AND Priority changesFrom() Priority Y Or Priority Changes from Priority Z

getting the exact requirements and sequence correct may take some experimenting
but I can't see why this should not work.