Attach new SLA to pre-existing tickets

daniellethomson
Tera Expert

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?

2 REPLIES 2

Patrick Schult2
Giga Guru

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.



https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/service-level-managem...


knight202
Kilo Guru

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