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 

[AishwaryaS1]

Hi @Kusuma Sai,

It might be getting conflicted. Because the SLA previously was set differently than the current one so old incidents might automatically get updated with updated SLAs.

So it will be great if you deactivate those SLAs and create new SLAs and used Repair SLA

[AishwaryaS]

It is working for me

[Kusuma Sai]

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

[Dr Atul G- LNG]

Hi @Kusuma Sai 

Agree, dont deactivate the old SLA, better to rename for tracking purpose. And create a new SLA and once all SLA ready deactivate the old SLA.

[Kusuma Sai]

If do like that, when create a new Incident and trigger both conditions and create 2 SLA's