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

Kishore Babu S · ‎05-17-2018

Hussain Kachwal · ‎05-17-2018

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

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Talya · ‎04-25-2023

Hi @Hussain Kachwal , We have P1 to P4 Resolution SLAs. I have set the Retroactive start to Created and Retroactive Pause is enabled.

1. When incident is created with P3 , P3 Resolution SLA is attached, say at time X

2. After 15 minutes if I change the priority to P1 then P3 is paused and P1 Resolution SLA is started with Start time as X+15 and started with 0 seconds.

Please tell me what am I missing here?

What value should I set Retroactive start to? So that it considers the ticket created time.

Thanks,

Hussain Kachwal · ‎05-18-2018

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