SLA Definition update to duration

[Thomas Weyer]

Hello!  

We have a several SLAs setup and running for a particular custom task that has a long life (months).  We recently updated the duration for one of the SLA definition on this task.  Here's what we are seeing:

For task records created prior to the SLA duration update, that have already triggered the SLA, and have completed the SLA as well

• When the same SLA is started for a second time (new duration in place), we are seeing the previous SLA duration applied for the new SLA on the task

For task records created AFTER the SLA duration update

• When the SLA is started (new duration in place), we are seeing the NEW SLA duration applied for the new SLA on the task

Is this default system behavior - to essentially bind an existing task to a particular SLA definition/duration? 

Is there a way to have the new SLA duration (definition update) applies to existing tasks? 

Thanks, 

Thomas

[Aishwarya Thaku]

Hi @Thomas Weyer ,

You may find below link helpful -

Changing SLA Definitions / Schedules for 'in-use' SLAs - Best Practices

Please mark my answer correct or helpful if applicable.

Thanks,

Aishwarya

[Thomas Weyer]

Thanks for the great info on Best Practices for SLAs - very helpful.  

In reading though it, I see these two scenarios identified for creating new vs updating SLAs:

1. SLA schedule change
2. SLA Definition conditions change

This makes sense to me.

What we need to do is a simple change on the SLA Definition duration only - changing from 5days to 4 days.

Any thoughts on whether this isolated change would still warrant creating new SLAs and versioning per the article? 

Thanks!

-Thomas