How can i apply new SLAs to the old incidents, irrespective of the state of these incidents. Also, i should be able to run report with new SLAs and i should get the old incidents also with correct data.
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‎03-12-2014 01:18 AM
How can i apply new SLAs to the old incidents, irrespective of the state of these incidents. Also, i should be able to run report with new SLAs and i should get the old incidents also with correct data.
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‎03-12-2014 01:26 PM
SLAs are triggered off conditions. So depending on the SLA start conditions, will depend on if you can apply the new SLAs. The conditions of the SLAs are only checked on an insert/update where the conditions are met.
So I don't think there is any easy way to achieve it though off the top of my head, you could try (of course, in Dev first) , when no one is logging an incident (so the SLA is not fired incorrectly), amend the "new" SLA with less start conditions, such as, (State == Closed) and update the old incidents. I would also make sure you set the retrospective start.
You will need to update the old incidents for it to check the conditions.
And of course, the reports are just showing whats on the SLA table so if the above works, it will show in reports.
The above is NOT TESTED and I strongly advise not to test in the production environment (not that you would).
Pete
