Changing the SLA Stop Time of a ticket

[Catherine16]

Hi folks!

What will happen if we change the date and time in SLA Stop Time? And what could be its effects? Closed tickets have been accidentally re-opened resulting to the SLA breached. This will affect the monthly report of the team since the tickets are supposed to be closed last month. What best practice can you suggest that we must do to fix this? Thank you in advance.

[Zoso1]

Hello,

If you change this field value and refresh the task_sla record it will recalculate it.

Hope this helped.

[Catherine16]

Will it affect any existing records related to this certain ticket?

[Mark Roethof]

Hi there,

Curious after this one, I tried to reproduce this.

What I noticed: clearing this field, does not change anything on the SLA record. It's kinda logical also, because the workflow behind, the event, are already finished. So no triggers anymore to do anything with the SLA record.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Catherine16]

So it will be alright to change the Stop Time? And there will be no negative repercussions once this change has been implemented? Thank you!