What will be the impact if SLA duration is changed in the existing SLA?

[ATRIVEDI]

We have a requirement to change the duration of an existing SLA. While reviewing the documentation, I found recommendations to create a new SLA and use conditions so that the new SLA applies from the effective date onward, while the existing SLA continues to apply to older records.

Could someone clarify why this approach is recommended and what the impact would be if we simply modified the duration of the existing SLA instead?

Thanks.

[Dr Atul G- LNG]

Hi @ATRIVEDI 

Yes, creating a new SLA is the best option in this case. It helps ensure accurate reporting and avoids unintended impacts on existing records.

If you modify an existing SLA, you may need to repair all active/running SLAs. This could also lead to incorrect results or even SLA breaches if the timing recalculates after the change.

Additionally, it can affect historical and ongoing reporting accuracy.

Therefore, creating a new SLA is a safer and more reliable approach.

[pr8172510]

Hi @ATRIVEDI,

 New SLA Definition rather than modifying an existing one to preserve historical accuracy and reporting consistency.

If you change the duration on the existing SLA

• Existing completed SLA records remain unchanged.
• New SLA instances will use the new duration.
• Historical and future records will be measured against different targets under the same SLA definition, which can make reporting and trend analysis misleading.