Transfering of Business Elapsed Time should only come from in Progress SLAs of the same type

[kumar junior11]

When an Incident's is assigned an SLA of the same type as one that is already assigned to the Incident and In Progress, the desired behaviour is:

1. The Previous In-Progress SLA of the same type is cancelled
2. The new SLA is assigned, and any of the elapsed business time from the previous SLA is transferred over to the new SLA
   (For example, if an Incident has a Resolution SLA Running on it, but then its Severity gets updated, the old Resolution SLA should be cancelled, the new Resolution SLA should be assigned, and any of the elapsed time from the old SLA should be added to the new SLA)

Resolution SLAs do not need to include any of the time from the Response SLAs.

what conditions need to be set for these?

[Musab Rasheed]

Hello,

Please play around with condition to achieve your first requirement of cancelling/attaching new SLA, it should be simple. Also for carrying forward resolution time from old to new SLA I think you can achieve this with Retroactive start/stop concept. Please explore.

https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/service-level-manage...