Modifying the existing SLAs

[Leela Ramya Sri]

Hi All,

As per our requirement we need to change the already existing SLAs .I have few questions regarding this

• For the existing incidents on which the initially configured SLA got triggered, will that work, or the one we modified will work on the existing incidents
• If the older SLAs still work on the existing incidents,is there a way to make them cancelled and attach the new SLAs?

Earlier response would be appreciated

Thanks,

Ramya.

[amaradiswamy · Accepted solution]

Hi Ramya,

If you want to tag the modified SLAs to older tickets, you need to update the ticket so the conditions will be evaluated again and the workflows will follow the new SLA's definition.

(updating record means changing some field value from the record , simple way is to do is like write something in additional comments and update the ticket).

Thanks and regards,

Swamy

[Leela Ramya Sri]

Thanks for your reply Swamy

[harishdasari]

Hi Ramya,

If you change   or Modify the SLA's, it starts executing modified SLA's.

For already existing incidents it will remain same old SLA's, but for new incidents modified SLA's will start working as per the conditions given by you.

please go through with this link, you will have a better Idea about it.

Re: How to rectify the SLA Issue on existing tickets ?

Thanks