In our current ServiceNow setup, incidents can be created in any state (not just "New"). However, we've noticed that if an incident is created in a state like "In Progress" or "On Hold," the Response SLA does not trigger since it's only configured to start when the state is "New."
We want to ensure that every incident has both a Response and Resolution SLA, regardless of its initial state.
Specifically:
If an incident is created in a state other than "New", we still want the Response SLA to be attached and auto-fulfilled (start and end time can be the same as sys_created_on).
The Resolution SLA should always start from the time of incident creation, not when it moves to "In Progress"—since we want to measure from the customer’s perspective.
What’s the best way to implement this?
Can we achieve this cleanly using Retroactive Start in SLA definitions?
Are there any example configurations or business rules that others have used for this?
Any risks or performance concerns to be aware of?
