Re: How to maintain Response Level (Priority) changes over time (SLA Reporting)

Hi Terry,

I could think of two potential solutions for your requirement.

1. Using a manual action and read the relevant data from the audit trail:
   1. Within Process Designer create a new action, for example "Change Priority" and set the property "Allow association with window" to true
   2. Create a special window for this action, where you only display your SLA variation attributes with Protection Level ReadWrite, that can change the Response Aggreement and assign it within a window rule to the action
   3. Within your main Incident window make the varation attributes write once.
   4. Add your new action as an optional action to your process.
2. The first option could be extended by creating a new collection within the incident domain
   1. Create a new business object with the wizard as created from incident, so the relevant action will be created automatically
   2. Create the required variation attributes as reference lists within your new busniess object, also include the response aggreement as reference list
   3. Create a window, you need to activate the SLA handler for this window, so the response aggreement is selected just by selecting the variation attributes
   4. now drag your new action as a manual action to your process followed by an automatic action that changes your variation attributes and SLA on the main incident window.
   5. you need the business object action once as an automatic action directly at the start of the process.

If you want to report on this now you can do this for the first option by reporting the specific action from the audit trail. The second option gives you the ability to report just on the collection and makes it easier to report.

Perhaps this helps a little bit.

Regards

Fabian