SLA Definition changes

[JohnnySnow]

Hi Team,

We recently figured out that the SLA response and resolution definition may need some changes in the filter conditions. So I wanted to know if it is good to modify the existing SLA definitions with the updated conditions and move it across environment or should I create new SLA definitions with updated conditions (as mentioned here  

Changing SLA Definitions / Schedules for 'in-use' SLAs - Best Practices - Support and Troubleshootin...

)

Has anyone modified the existing ones and faced any issues?

[Krushna R Birla]

Hi @JohnnySnow 

Yes, I would recommend you to create new SLA definitions with updated conditions because it will not cause un-expected behaviour with the SLA Calculations.

Instead of changing SLA Definitions, the recommendation is:

1. Create a new SLA Definition and also add a Start Condition for Task Creation Date on or after today. (So new Tasks will use the new SLA)
2. For the old SLA Definition then add an extra Start Condition for Task Creation Date before today. (So old Tasks will use the old SLA)
3. A possible naming convention for these SLAs is to have the old SLA as V1 and the new SLA as V2.

This will definitely helps you to resolved your issue. Let me know in case you need to understand the flow or you can DM on LinkedIn.

If this solution resolves your query, kindly mark it as the accepted solution and give it a thumbs up.

Best Regards,
Krushna Birla

[Dr Atul G- LNG]

Hi @JohnnySnow 

Some thing similar post I saw earlier as well and as per practice , you can modify the existing SLA but by doing this

- You need to Run the "Repair SLA" by UI action so that , the new changes come in to picture.

If you create new SLA, then, 

- rename the existing one

- In reports you will get double SLA's which is again confusing

- You cant de-active old SLA until unless SLA state on respective records in a good state ( complete etc).