Attach new SLA to pre-existing tickets
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‎11-27-2017 10:30 AM
We recently created SLAs for catalog tasks and would like to attach the SLA to tickets that were opened before the SLA was created but I can't find a way to force the SLA to run on these tickets.
Is there anyway to do this?
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Service Level Management
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‎11-27-2017 10:55 AM
You should check out the SLA Repair functionality. It's designed to regenerate the SLA records for a Task using the current SLA definitions. Run an SLA repair on a task that needs to get this SLA and verify it was attached.
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‎11-28-2017 10:49 AM
Hi Danielle,
Unsure if you can repair SLAs on records (incidents) which don't have an SLA attached. You could use a Simple Condition Type to have them attach and close, then modify the SLA conditions, and then run the repair. Below is a video I made on repairing SLAs. There is also a video on the Simple Condition Type. Hope they help!
ServiceNow - How to Repair SLAs in Kingston - YouTube
