Incident SLA duration was changed, it was impacted on old Incidents, help to over come

[Kusuma Sai]

Previously we have SLA Duration is 2 days (P1), 3 Days (P2), 5 Days(P3). Now it was changed to 1 Day, 1 Day 12 Hours , 2 Days. Here we are directly changed the Duration then it was Impacted on old Incidents. Help to how to over come this. and this changes need to be applicable on 01-01-2024

@Ankur Bawiskar 

[AndersBGS]

Hi @Kusuma Sai ,

When making changes to the existing SLA schedule you will also impact old incidents, as it also refers to the same SLA. Instead I would recommend you to create new SLAs and utilize them instead together with deactivate the old SLAs. 

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

Best regards

Anders 

[Kusuma Sai]

Hi AnderBGS

If we create New SLA's. and Deactivate old SLA's - some of the old Incident has been not resolved, so its impact on that ?

It is possible to get it back to Impacted old Incidents. and new changes will reflect on 01-01-2024

[AndersBGS]

Hi @Kusuma Sai ,

If you revert the change you made for the SLA schedule, all incidents with attached SLA at current moment will be updated - also the once not resolved yet. From initial though, I wouldn't think it's possible to make a change happen from 01012024. 

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

Best regards

Anders 

[Dr Atul G- LNG]

Hi @Kusuma Sai 

SLA work on the conditions and as soon condition get updated, it will impact all data, so as suggested by @AndersBGS better way is create New SLA and use it.