Reset SLA when increasing severity

[Ines Büntig]

Hello,

we have 3 severity levels (HIGH, MEDIUM, LOW) for our Service Desk and each has their own SLAs. In addition, we created a separate field which saves the initial severity.

If we decrease the severity level for a request than the SLA continues to run as expected.

When we increase the severity level however we have set up two rules which reset the SLA according to the new severity level (see screenshots)

(Change status to ESCALATED when severity changes which stops SLA and change afterwards status to WAITING FOR SUPPORT which starts SLA.)

However there are three scenarios where the rule is running /not running as wished.

1. Rule is not running when
initial severity is HIGH and was reduced to LOW and later increased again to MEDIUM
(it is not running as we set as condition: When Severity is MEDIUM and initial severity is not HIGH)

2. Rue is runnig although not wanted when
- initial severity is MEDIUM and was increased to HIGH and later reduced to MEDIUM
and when
- initial serverity is LOW and was increased to HIGH and later reduced to MEDIUM.

Is there a way to trigger the rule (or reset the SLA) only when increasing the severity regardless of the initial severity?

Any advice is appreciated. 

[Earl McCutcheon]

Hello @Ines Büntig ,

I believe what you would need to look into is a deescalation process, as looking at the requirements:

1. Rule is not running when
initial severity is HIGH and was reduced to LOW and later increased again to MEDIUM
(it is not running as we set as condition: When Severity is MEDIUM and initial severity is not HIGH)

I believe this could be  addressed by adding in another field similar to your initial severity field to handle the logic that will set a Deescalate field equal to a  true value and  false by default so that when an issues severity is decreased from High to low it is set to true, and therefore when reescalating add in another else:if with something like the following:

• Else If all match:
  • Severity = medium
  • initial severity = High
  • Deescalate = True
  • THEN transition to escalated

2. Rue is runnig although not wanted when
- initial severity is MEDIUM and was increased to HIGH and later reduced to MEDIUM
and when
- initial serverity is LOW and was increased to HIGH and later reduced to MEDIUM.

And on your second rule that escalates when set to medium to include a 

• Deescalate is not equal to True

But overall you need an additional element for the logic to look at for each of the alternate routes to be able to have a unique identifier and exclude the scenarios where the severity was routed through the secondary path.

Regards,
Earl