SLA retroactactive start not affecting the task after it is created

[CharlesGriff]

I have a situation where my client who is using field services need to have a SLA re-calculate the start date/time based on the appointment date/time. The incident will get created and the work order created after that, then the work order task will get created each of these items will have the same SLA since it is based on the same affected CI. But when a customer makes an appointment to have that specific CI serviced not based on the fixed SLA due to certain factors the SLA start time must re-calculate based on the retroactive start date which in this case is the appointment date/time. But as things happen at the moment the SLA gets created and kicked off based on the start conditions then the Start date/time does not get calculated based on the retroactive date/time in the system. Do I need to write a business rule to make this happen? What do I need to change in order for Service-Now to just use my Appointment date/time field?

[shonamac]

Hi Charles

Not sure if this helps in anyway but there is a retroactive start checkbox available on SLA's.   We have set our start condition to be on Initial contact, but you could change this I believe.

Hope this helps

Shona

[CharlesGriff]

Hi Shona

I have enabled the retroactive start check box on all my SLA's allready. So what happens is that if my retroactive start date is not populated the SLA still starts but if during the ticket stage the client needs to change the appointment date/time I need the SLA to get updated when this changes. I do have thought about stopping the current SLA and starting a new one but that does not seem to work either.

[CharlesGriff · Accepted solution]

So in the end I had to create new SLA's that will start based on the condition that my Appointment date/time is empty and if it is not empty stop the first sla and start a different sla based on the appointment date/time. This is a messy work around but it works, if I change the appointment date/time it will not update the sla so if that changes I will first have to clear the appointment date/time then save the work order and then re-enter the new appointment date time. This will create two new entries in the SLA definitions for that work order but at least the new in progress sla will have the correct appointment date/time.