SLA for Incident Priority upgrades and Downgrades

[Arun Sharma1]

We have requirement on SLA to be configured for Incident Priority upgrade and downgrade requirement.

1st case is downgrade: When priority is downgraded for e.g. P1 to P4, the SLA start time should be the incident created time. 

2nd case upgrade: When priority changes from "p4 to p3, p3 to p2, p2 to p1". The sla start time should be priority changed time (time when priority upgrade happened). it should cancel 1st case (i.e. downgrade).

not able to implement both the conditions with single SLA definition, 

[Pramod Pandey2]

Hi Mark,

Thanks for reply, below is my actual requirement.

Whenever the priority of the incident is upgraded from low priority (P3/P4) to high priority (P1/P2)

Then the SLA should start from the time the priority was updated.

AND

Whenever the incident is downgraded from high priority (P1/P2) to low priority (P3/P4),

Then the SLA should start from the time the incident was created (no change)

I too thought of 2 sla but i think it won't be possible with 2 sla.

Can you give me more details on solution as customer need this.

Regards

Pramod Pandey

[Mark Manders]

Tell your customer that their requirement doesn't make sense, unless they are trying to find a loophole to give themselves extra time for resolving issues in a way that their customers don't notice it (see also my answer in your own question on the community).

And since there is no way of putting a 'changes' in the SLA conditions, it's not something that will work. You will have to create a definition per priority and set the start to the 'sys_updated_on', but it would be a very bad solution for you clients customers. Challenge this requirement.

[Arun Sharma1]

Hi Pramod,

here you can configure the SLA

Step 1 - create a custom field "SLA Start Time" on incident form (Read Only with Type: Date and Time).

Step 2 - Create a BR to update this field after using the below script.

Step 3 - Configure the SLA Definition with Retroactive start condition with Set start to as the custom field created i.e. SLA start time

Let me know once you successfully achieve your objective , If my answer helped you in any way, please then mark it as helpful or correct.

[Dr Atul G- LNG]

Hi @Arun Sharma1 

Did you try the retroactive start in the start condition? 

https://youtu.be/laNW-2yuWEE

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-level-man...

[Pramod Pandey2]

Thanks Arun for you help