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]

I've tried on our dev instance it didn't trigger notifications but this has to be tested on your environment, we can't know what has been set up on your side

[Mark Roethof]

Hi there,

As mentioned, on an out-of-the-box instance, nothing will happen.

Though, I don't know what customization has been done on your instance. So you have to test this on your development instance and maybe a very small test on your production instance to be sure.

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

Kind regards,
Mark

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[The SN Nerd]

I would say the best practice would be to manage this by process rather than developing complex workarounds.

It is standard to have an exception process within Service Level Management to handle these kinds of scenarios.