Thanks for the very detailed information and suggestion. I think I follow - the answer may be quite a bit more than what I am really looking to deliver.
* All of the constructs are there already to Manage changes in the Response Level (i.e. Priority). We use the combination of the Impact, Urgency, and Configuration Item to determine the Response Level.
* The Analyst Windows allow our members to change any of the 3 drivers (Impact, Urgency, CI) - and doing so correctly sets the Response Level and saves this on the Incident Object. This is what we want - for example when we have a workaround the Urgency generally lowers (still impacts the same CI - and the Impact group remains the same - just less of an urgency to resolve).
What was missing was how to see at "point in time A" the Response Level was "P1" and then at "Point in time B" the Response Level changed to P2. I've spend a decent part of the day running a number of test cases - and I'm finding that adding the attribute to the Escelation Point object seems to give me the full history data (and it is all available in the Query Designer). The Copy Rules grab the Incident Priority at just the right time (the Impact, Urgency, and CI set this - we save the Incident which as the new Response Level - and the Copy Rule drops these onto the escalation points):
I have a bunch of reporting (objectives to define - and then to write these) - but I seem to have the data. See an example below - here I have the Time to Respond SLA that was Achieved (complete status) while the Incident was at Response P1, and then some time before the Time to Resolve SLA expired the Incident was changed to P2. The full transition is very well exposed (we even have the Create data/time for when the escalations were created).
1) Thanks SO MUCH for the quick and detailed response - once again the community is a great source to share ideas and get to a solution.
2) Still interested in if anyone else manages this type of SLA transition and how they report these to management (no black and white answer here - just interested in what others may do in the case they allow SLA's to change after the initial creation.
Terry
