When priority changes on old closed tickets relevant task SLA's are not attaching

[attanhes]

When the priority changes on a closed incident, the relevant task SLAs are not attaching to the record. We are planning to add new SLAs to PROD soon. To align with this, we need to shift the priority of more than 1000 incidents from P3 to P4 and execute SLA repairs on old tickets to attach the new SLAs.

My problem is that task SLAs are not attaching to old closed tickets with when priority shifted from P3 to P4. This works as expected for active tickets. The reason seems to be Stop condition in SLA's already met. 

Has anyone come across this scenario, and how can it be fixed?" Any workaround for this?

[Ahmmed Ali]

Hello @attanhes 

Ideally you should not update any closed/cancelled incidents. And also, it is expected behavior as the stop condition for incident would be state is closed and in your case it is already met, so it won't attach the SLAs to closed incidents.

Recommendation would be to leave old data as it is and define your reports/KPIs to confider old SLA in the reports as per your use case, instead of messing with the data.

Thank you,

Ali