SLA Definition

[Vurukonda Sai 1]

For HR case - Assignment group HRSCC-MX we didn't created TASK SLA on February month.If we created  HR TASK SLA for Assignment group HRSCC-MX. old HR CASE TASK SLA will be calculated(Generate)?

[Wessel van Enk · Accepted solution]

Hi @Vurukonda Sai 1 ,

By default if you create a new SLA definition it will start with adding that SLA to new cases.
It will not re-calculate older cases with the new definition. 

Easiest way to track the SLA on those cases would be to create a report and see how long the resolving time was for those cases.