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 

[Dr Atul G- LNG]

Hi @Kusuma Sai 

2 Ways

- Either create a new SLA with _New name and with new timings and condition created after 1 Jan 2024

or 

- If you change in exiting SLA, it will impact on records (existing as well)

[Kusuma Sai]

Hi

Where I have to put the condition created at or after 01st, help me

When am add filter condition at start condition it was not working

[Dr Atul G- LNG]

and for same side, add same condition in Pause and stop as well

[Kusuma Sai]

No It was not working, When adding the condition at 3 tabs also, it was impacting old incident - 

Actual elapsed percentage & Business elapsed percentage