You can use retroactive start to retain the timing information for
an SLA when a task record changes.
When a task record changes, typically a new SLA may be attached, with a new set of
timing information. This is useful if you are re-assigning an incident to another
group and want to attach a new SLA record with new timing information.
However, you may want to retain the task's time information in specific situations.
For example, an incident is raised with a priority of
3 - Moderate and the priority changes to 1 -
Critical after 3 hours. A priority 1 SLA is attached to the incident
at that time. You can use retroactive start to ensure this SLA timing is adjusted
retroactively to count from when the incident was first created, rather than from
when the incident's priority changed. This reflects the actual time the user
Note: When retroactive start is enabled, it may result in task SLAs
being breached as soon they attach, which will trigger multiple notifications. To
prevent the workflow from being processed for these breached SLAs, set the
com.snc.sla.workflow.run_for_breached property to