SLA retoractive start when the Priority changes

[G Balaji]

Hi,

I'm defining SLAs with the following start conditions,

"Priority" is "1-Critical" AND

"Assignment group" is "Service Desk"

I need to enable retroactive start if the Priority changes and disable retroactive start if the assignment group changes.

Is there anyways we could do this? How do I accompalish this?

[Michael Fry1]

You can Reset the SLA with Priority changes, and have Retroactive State set to appropriate choice, like Created

[G Balaji]

In this case, when the assignment group is changed, new SLA is getting attached but retroactive start will be applied. My requirement would be retroactive start should be applied only when the priority changes. Is this possible?

Btw, Wouldn't "Cancel" conditions accomplish "Reset Condition" with Reset action, "Cancel existing Task SLA"?

Thanks for your response.

[Michael Fry1]

Cancel conditions would cancel based on certain conditions. Reset could cancel or complete, depending on if you wanted to see history of SLA.

How are you handling retroactive start when assignment group changes? Can't you use same method?