How to update the duration in SLA

[Prathamesh Cha1]

Here they are asking me to update the SLA saying "Update Duration from 14 days to 21 days ";

am I suppose to make changes in SLA def and change the duration type as currently is it breach on "due date"

and according to statement "Update Duration from 14 days to 21 days " am I suppose to change duration type and add there 21 days? or it is more related to due date field?

Current SLA

If I change the duration type following is the option where I can add 21 days

what should I do any suggestions?

[Mark Manders]

It depends. If it is still the due date it needs to breach on, you need to adjust the setting of the due date from 14 to 21 days. You can also change the duration type and make it 21 days, starting on the start conditions.. You do need to ask the question what 21 days is. Is that 21 business days or 21 real days, because the duration field will calculate the business hours (if it's not a 24/7 schedule, it will adjust to that). 

Know that 21 in the 'days' part of the duration field is in fact a calculation of 21 times 24 hours!!

[Paul Curwen]

1. Alter your Duration type to User specified duration

2. Set your Duration to Days 21

[AshishKM]

Hi @Prathamesh Cha1,

Yes, you have to change the duration days from 14 to 21 ( but i don't see that 14 in screen shot ).

This change will impact the overall duration calculation on new record.

For old records you need to use "Repair SLA" option, its available on each incident and in list view both.

Note: Please test this SLA duration change and Repair SLA on Dev ( or Sandbox) intance and validate the calculation.

-Thanks,
AshishKM

[AndersBGS]

Hi @Prathamesh Cha1 ,

I agree with @Mark Manders - You need to get the clarity from the requester/business owner of the SLA, as the statement you have provided is not clear enough. What is 21 days? 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders