Sla

kali
Tera Contributor

‎09-24-2023 08:46 AM

Hi All,

There some hr cases which are running in old sla. My ask is that a new sla should be replacing the old sla such that the cases running under old sla should not be disturbed with the new sla.

 

Note: Old sla and new sla trigger conditions are same 

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Danish Bhairag2
Tera Sage
Tera Sage

‎09-24-2023 10:23 AM

Hi @kali ,

 

In order to achieve the above requirement what I can think of is

  1. While creating the new SLA you need to also provide one extra condition of records created after some specific date(For eg. 24/09/2024). This way the new SLA will only get attached to records after 24th
  2. In your Old SLA as well u need to add one more condition stating records created before 25th.
  3. U can keep rest of the conditions same.

This way we can make sure the Old SLA & New SLA are not getting attached together to the same record once new SLA is created.

 

Please mark my answer helpful & accepted if it helps you resolve your issue.

 

Thanks,

Danish

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