OOTB behavior, Incident Task SLA record after priority escalation

[Colin Anderson1]

Hi all,

Does anybody know OOTB behavior for the new Task SLA record which is created for an incident, when the priority of the incident is escalated ?

• Does the start date of the new Task SLA reflect the date the priority of the incident was escalated ?
• Or does the start start date of the new Task SLA reflect the original incident creation date ?

Many thanks !

Colin.

[Robbie · Accepted solution]

Hi @Colin Anderson1,

Did you see my response and screen shot above highlighting the 'Retroactive start' checkbox?

If you want to reflect the actual time the conditions are met, and when the Priority changes, simply un-check this checkbox on the appropriate SLA(s).

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Pradeep Thipani · Accepted solution]

Hi @Colin Anderson1 ,

Please uncheck the value for Retractive start it will work the way you expected(Task SLA start date is equal to the date the priority was escalated and NOT the original incident creation date).

Retroactive start definition: You can use retroactive start to ensure this SLA timing is adjusted retroactively to count from when the incident was first created, rather than from when the incident's priority changed.

Thanks,

Pradeep

[Pradeep Thipani]

Hi @Colin Anderson1 ,

It depends on the configuration, If we make the Retroactive start to true and and set start to created- SLA will start calculating from original incident creation date and time.

Please find below the OOB configuration,

Thanks,

Pradeep

[Colin Anderson1]

Thanks Pradeep,

My config is as below. The difference is I have the "set start to" value as sys_created_on.

My problem, is that I would expect to see the start date of the new Task SLA record to be equal to the date the priority was escalated. However, my new TaskSLA record keeps the same start date as the Incident creation date.

Does the config value for set-start-date explain this ?

So, I want to configure so that the Task SLA start date is equal to the date the priority was escalated and NOT the original incident creation date

[Robbie · Accepted solution]

Hi @Colin Anderson1,

Did you see my response and screen shot above highlighting the 'Retroactive start' checkbox?

If you want to reflect the actual time the conditions are met, and when the Priority changes, simply un-check this checkbox on the appropriate SLA(s).

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Pradeep Thipani · Accepted solution]

Hi @Colin Anderson1 ,

Please uncheck the value for Retractive start it will work the way you expected(Task SLA start date is equal to the date the priority was escalated and NOT the original incident creation date).

Retroactive start definition: You can use retroactive start to ensure this SLA timing is adjusted retroactively to count from when the incident was first created, rather than from when the incident's priority changed.

Thanks,

Pradeep