what is retroactive start in sla and give me one example?

[Kishore Babu S]

what is retroactive start in sla and give me one example?

[arielgritti]

Hello

Take a look to this doc: https://docs.servicenow.com/bundle/kingston-it-service-management/page/product/service-level-management/task/t_UseSLARetroactiveStartAndPause.html

Please, mark correct or useful if i helped you

Thanks

Ariel

[Mihir Mohanta]

Hi,

You can get idea about retroactive start in SLA with example in the below thread.

https://community.servicenow.com/community?id=community_question&sys_id=7a629b61db101fc01dcaf3231f96...

[scott barnard1]

Hi Babus

Rather than point you at some page I'll describe retroactive start as I know it. I may be wrong but I have been  doing this a while now.

So Retro start

I have SLA 1 for priority 1 calls but I swap priority to 3 as I don't think it's that bad

SLA cancels and new p3 SLA starts

I realise it really is a big deal and set the priority back to p1

If I had retro start on and the start condition of create the P1 sla fires and is already partially consumed

without retro the p1 sla would just start as if it was a new one

So basically if you set retro on you can reference the sla back to a given point. Like creation of ticket etc. This helps when stuff gets moved about and values are changed.

Just to be clear if you have an SLA of xhours to fix and a bunch of teams involved and different sla for priority you need to consider this.

Also give a lot of attention to retroactive pause if you have a bunch of teams of third parties.

Regards

[Hussain Kachwal · Accepted solution]

Hello,

In layman's term, If you select the Retroactive start check box, the Set start to field appears, offering options for starting the SLA from various events on the table selected.

For example, if an Incident's priority is changed to 1 (Critical) and a Priority 1 SLA is attached at that time, Retroactive start means that the SLA counts from when the incident was first created, rather than from when the Incident's priority changed.

If Retroactive start is cleared, the SLA starts on the date and time that it was attached to the Incident.

Kindly mark as Answered or Helpful, if applicable.

-Hussain K