what is the difference between Incident Response time & Incident Resolution time ?

[himangi1]

Hi Team,

I am little bit confused between Incident Response time   & Incident Resolution time while fetching a report from SNOW as an itil user,what filters do i need to add for both?

[Ravi Prasad1 · Accepted solution]

Whenever incident got created and assigned to some group. Then in how much time that incident got assigned to some person withing the group is Response time for the incident.

Resolution time is how much time it took to give solution for the incident from the creation time to resolved time.

[himangi1]

Hi Ravi,

Thank you for the needfull explaination.

one more query i have related to SLA's ,retroactive field (how does it works for an incident if its false and its priority has been changed from p1 to p2)?

Regards,

Himangi Gautam

[Ravi Prasad1]

No It is not related to priority.

Whenever you checked the Retroactive start check box then it will make set Start to field visible and makes mandatory. So you have to select one field from the drop down.

How it will work is if you put start condition in your SLA as state =work in progress lets assume.

When you create incident it will go to Open state so SLA will not attach to the incident. the moment when you move incident to Work in progress SLa will get attach.

So in that time if you want to decide SLA Start time should be incident creation time or the SLA attached time because you have some gap between incident creation time and SLA attached time.

Generally if you unselect the Retroactive start then SLA time will start from the SLA attached time.

Otherwise if you select the Retroactive Start true and selected Set start to drop down then SLA start time will be the based on field selected in Set Start to field.

Refer below article for more information.

http://wiki.servicenow.com/index.php?title=Defining_an_SLA#gsc.tab=0

[himangi1]

When a ticket changes its priority a new SLA will be assigned to the ticket and this new SLA will start counting time from when the ticket change the priority and not when the ticket was open.So in this case what do you suggest me to do with the retroactive field?

Do i need to make it false or true?

Thanks,

Himangi Gautam