How to attach SLA For Old Records with Current SLA Definition Settings

[Suresh1]

Hi,

How to attach SLA for tickets which are already closed in the system with current SLA definition settings.

I have few SLA definitions which were recently updated and there are already few closed tickets with that criteria and i want to attach SLA for such OLD tickets with current settings of SLA. I tried to repair SLA but when i repair SLA for those old tickets,No SLA is getting attached at all.

Do let me know how to overcome the issue.

Thanks,
Suresh

[The SN Nerd]

I have found that sometimes after performing an SLA Repair, you must update the record after for it to take effect.

Otherwise, perhaps the Start Condition has/was never met?

[Suresh1]

Hi Paul,

Thanks for the reply!!

In this case, the START condition won't match as the tickets were already closed and hence  even if we do repair SLA won't attach. Is there a better way to re attach SLA's for these closed tickets?

Thanks,
Suresh

[The SN Nerd]

Not sure there is a way, the records must have met the Start condition at one point in their life cycle.

That is just how SLAs work!