SLA Timer change when priority changes

Question

Hi, I have SLA's for P1, P1 and P3 incidents. The way that these things often work is that an incident will be raised as a P3 and then when the impact becomes higher, it will be changed to a P2 or above. The issue I have is that the timer for P3 SLA starts but when the priority is changed to P2 or above, a seperate timer doesn't start to tell me how long the P2 has been ongoing. Is it possible to configure Service Desk in this way so that I see P2 timer as a seperate thing rather than one continuous timer?

Petter Gonçalves · Answer

Hello Anthony,

I'm glad to know the provided steps has worked for you.

About the new functionality you are asking for, I'm not sure if I have fully understood it.

It seems you are trying to automatically update the status of your workflow when changing priority, however, if the priority is changed to its original, it should take the issue back to the previous step in the workflow. Have I understood it correctly? Can you provide us what actions should happen (trigger) to execute the automation you are trying to configure?

Additionally, it seems this question is related to something different than the original question created, so I would like to ask you to create a new question with the requested details above, so other users in the community looking for this same functionality can easily find it by its summary.

anthony_butler · Answer

hey, sorry for the delay in response. This works fine, but now I'm looking at automating the move between the status's. I can set up the rule that moves the status to 'Change Priority' however, as my workflow is rather complex and the priority could change at any point throughout it, I'd like to automate a move back to the previous status. I've seen various things online about creating a custom field that records the previous status, but for the life of me I can't figure out how to do it. Can you help me?

Petter Gonçalves · Answer

Hello Anthony,

I understand that you would like to reset the SLA when the issue priority is changed instead of just adjust the SLA that was already counting when the priority was different. Have I understood it properly?

If I understood your request, you can achieve your need by performing the steps below:

- Create a new status (Escalated) and add a screen to the transition that leads to that status containing the Priority field.

- Remove the priority field from all screens in your project, except for the screen added in the Escalate transition. This will make sure the issue should be transitioned to escalated to allow the priority to be changed

- Configure the existing SLA metric to stop when the issue is transitioned to Escalated

- Configure a new SLA metric to start when the issue is escalated

- Set the same goals on both SLA metrics

The new SLA will start from zero when the issue is escalated, showing how much time has passed in the new Priority.

Let me know if the steps above worked for you.