SLA Upgrading and Downgrading with priority changes

[Kirandeep]

Can anyone help in SLA configurations. We have requirement on SLA upgrade and downgrade requirement for p1 to p4

1st case is downgrade: When priority is 1 to 4, i.e the incident start time should be the created time. i have enabled the retroactive start. This is working as expected. 

2nd case upgrade: when priority change from "p4 to p3, p3 to p2, p2 to p1" like that. The sla start time should be priority changed time. it should cancel 1st case(i.e downgrade)..This i can achieve with reset condition that when priority changes and priority is greater than current priority. And retroactive start  set to "updated" 

but I am not able to implement both the conditions, I am facing issue with SLA start time 

[Tony Chatfield1]

Hi, Based on your explanation I don't think you need to use the retroactive start conditions. Remove this flag and the SLA will have a start time that is when the start conditions are met IE when the priority is changed. You also mention 'reset'; priority based SLAs should not reset, they start then are met, breached or cancelled. Rest SLAs are for repeated actions like client update.

[Kirandeep]

Thanks for your respose.

You are right if I remove retroactive start then SLA is getting attached with updated date. Reset condition is not playing any role here then it is working fine for upgrade Priority case.

But for downgrading from P1 to P4 , SLA should start from ticket opened time. I am not able to achieve this.

[Matthew Blanche]

I don't know if this can be done with a single SLA. You can create 2 SLAs, one for the priority upgrade and one for the priority downgrade. To prevent them both running at the same time you could create a custom field on the task table for the SLA that is a choice list with 2 choices either upgrade or downgrade. Then create a business rule that sets this custom field whenever priority changes. Your 2 SLAs will use this custom field in the start condition so that only one of them is running at a time.

[Udit5]

Hi Kirandeep, did you find the solution for this?

I have the exact same requirement.

Please reply!