Start New SLA when Priority is updated

[Michael Cheng]

Wondering if there is anyway to start a new SLA when the priority is changed. I know this sounds like it defeats the objective of SLA's but the scenario is below.

Conditions

• Any high priority ticket raised over the weekend is raised as a P2 ( unless they ring in and we have to manually update this to a P1) .
• Timer is stopped outside of working hours unless its a P1.

If the ticket is updated to a P1 on Monday morning, the ticket would fail SLA right away as it takes the created time and calculates from there, but from a process point of view, users did not ring in so it did not fail SLA. 

Is there a way to start SLA when its updated to a P1 or override the SLA to start again?

[Dirk Ronsmans · Accepted solution]

Hi @Michael Cheng ,

Normally when you didn't trigger a "stop counting" action yet the SLA should recalculate to the goal linked to the other priority.

You'll have to set up the goals correctly of course based on the priority but once you change the value it should recalculate (can take a few minutes) as long as it hasn't stopped yet.

Otherwise you could do a multi cycle sla but that would mean that the Start condition has to fire again and it would start counting from that point in time which you wouldn't want.

From what I gather you just want to be able to have the correct SLA reflected based on the priority while the issue is still being treated. 

[Michael Cheng]

Hi Dirk

Thank you for your response. In the scenario above, the ticket have already been triggered to "stop counting" as it was raised as a P2.

The goals have been set up correctly and the recalculation you mention is taking place. The norm is to drop from a P1 to a P2 thus increasing the SLA clock but this is not what I am looking for. 

I am looking for either the ability to start the SLA again if something is triggered or overwrite it. 

[Dirk Ronsmans]

@Michael Cheng 

That's maybe a wrong interpretation by me :)

Just by raising a ticket as P2 shouldn't mean it stops counting but rather starts counting.

Recalculating the SLA after the fact (so after it has been stopped) is not something possible out of the box (you can do it with some addons such as Time to SLA)

However, you can start a new SLA based on a new start trigger. Which would basically become a multi cycle SLA then.

This link (https://confluence.atlassian.com/servicemanagementserver/example-creating-an-sla-with-multiple-cycles-939926419.html) explains the concept of multi cycle SLA. (it's from Datacenter but the same logic applies to Cloud)

You would need to find a trigger then to start a new SLA would would be easiest to do with a state transition. If you add a state transition (could be one towards the same state) where you add a transition screen that allows people to change the Priority it would cause the restart.

And you could name that transition something specific like "Change Priority" which then can only be done by specific groups/users too.

Imho, that seems to be the only / easiest / quickest way to get what you want.

TL,DR so the only option you have is a multi cycle SLA unless you look towards an app that can re-calculate based on some other triggers than the build in ones.

[Michael Cheng]

Hi Dirk

Thank you once again for the response/answer. Will look into multi cycle SLA's and see if that is applicable. 

Kind regards

Mike