Hi @RenikuntlaSai ,
Retroactive start is e.g. if an incident is assigned to software for 2 hours and afterwards hardware. If you have a SLA for hardware only, then without retroactive start, it will start from when incident was assigned to hardware. If you have retractive start, it will take the two hours into consideration.
Another example could be priority change. If you have SLAs for different priorities, then should e.g. Priority 2 incident SLA start when incident is priority 2, or should it start from start of incident even if the initial priority was priority 3?
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Best regards
Anders
