SLA Hours changed and it was impacted to old Incident, how to resolve this

Prudhviraj Gat1
Kilo Contributor

‎01-03-2024 10:18 PM

Hello,

Previously we have SLA Duration is 2 Days, 5 days and 10 days and It was changes as 24 Hours, 36 Hours and 48 Hours. Here we are changed the Duration as same, but it Impacted on Previous Incidents. Can you please help me to how to over come this. New Duration is need to applicable onwards 01-01-2024

 

@Ankur Bawiskar 

0 Helpfuls
  • 225 Views
1 REPLY 1

Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-04-2024 07:23 AM

Hi @Prudhviraj Gat1 

 

Something similar in other thread

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)

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls