Trouble\limitation when using Service Commitments to apply SLAs to incidents

[CMH]

Hi All,

We have many Service Offerings that need to use the same set of SLA definitions, so we had the idea to use Service Commitments.

But it seem that all the Offerings connected to the Commitment, will be treated "as one unit"......

1) So imagine a ticket is with Network-Offering1 (which is linked to a Commitment), and the SLA gets attached just fine.... all good so far.

2) Then the ticket gets assigned to Email-Offering2 (also attached to the same Commitment).... the attached SLA continues to run, which is bad, because Offering2 is being punished with the time consumed in the SLA by Offering1... not fair (they are completely different offerings, from different teams).

So it is possible, for me to configure the SLA to complete (or reset of even cancel) when the ticket moves, and trigger a new one to attach for Offering2....but this is where I see a limitation, to do with the retroactive start\pause settings in the SLA, and also the pause conditions in the SLA. I cannot find a way, to get the SLA to consider time previously spent with the original Offering1.

So imagine that I adjust the SLA definitions so the old SLA task gets replaced with a new one... imagine a ticket goes like this:

1) Ticket with Offering1, SLA attaches.

2) Change to be Offering 2, the original SLA task cancels and a new one is created.

3) Offering changes again, back to Offering 1. Again the SLA task cancels and a new, 3rd SLA task is attached.

It is in this 3rd step we have the issue..... Offering1 is getting a fresh clock in the SLA task, the time they had the incident from before is not counted... now usually, if we were not using commitments (and instead made dedicated SLA definitions for each offering - would means hundreds of definitions though), this could be fixed in the SLA definition, by using retractive start\pause along with a sensible pause condition... like this:-

SLA Retroactive start\pause = true

Pause Condition = Service Offering IS NOT Offering1

However, because the Commitment uses only one definition, where the whole idea is to save complexity by not explicitly mentioning Offerings in the SLA formula (and therefore not needing hundreds of SLA definitions), there is not a way I can see to set up a pause condition that would achieve the purpose..... 

I wonder if anyone had any clever ideas on that? I would greatly appreciate it!