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).

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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

[Nikhil Bajaj9]

Hi Colin,

It will pick the same date and Time as of original incident creation OOB, with Retroactive enabled.

Rest you can configure as per your requirement.

Regards,

Nikhil Bajaj

[Robbie]

Hi @Colin Anderson1,

OOB (Out Of Box), both the 'Priority Response' and 'Priority Resolution' reflect the original incident creation date 

You can review the SLA conditions by checking the 'SLA Defintions'. Here's an example of of of the Out Of Box SLA Incident Priority Definitions with the key configuration which dictates the start date:

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Thanks, Robbie

[Colin Anderson1]

Thanks Robbie,

The reason I'm asking, is that I would expect the following :

• A P4 incident is created on 01 October, with a Task SLA of 15 working days with start date of 01 October
• Then, on 10 October the priority is escalated to P1 
• A new Task SLA is of 8 hours is created, with start date of 10 October

To achieve this, do i simply untick to Retroactive start tick box ?

[Robbie · Accepted solution]

Hi @Colin Anderson1,

Correct. Good example and use case.

By unchecking this 'Retroactive start' field, the Task SLA start time will reflect the point in time when the conditions within the 'Start condition' tab are met.

Please note, as there is an SLA definition for each priority, you'll need to update each of the definitions Eg P1, P2, P3 and P4 (All separate).

Another consideration would be the pause and stop conditions, when the Incident is escalated, what should happen to the current running SLA? OOB, it carries on running. It is not uncommon to pause this when the priority value is not equal to the current value.

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