SLA Implementation

karthik65
Tera Guru

‎06-10-2024 11:38 AM - edited ‎06-10-2024 11:40 AM

Hi All,

 

I have created New SLA Definition for Incidents with some changes and i need to disable the OLD SLA Definition. The Existing Tickets with attached sla should not be Impacted.  I have two idea on Rollout.

1.) Repair SLA aftter deploying New SLA and Disable old SLA.

- >Tickets new SLA attahed for Active SLA and performance issue as we have 2000+ active incidents

-> Repairing SLA will also trigger Notification i believe.

2.) Implement New SLA and Change start condition for old SLA so it does not trigger.

-> Response is in old SLA and any changes to the ticket state or priority attaches New SLA to the ticket.

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SanjivMeher
Kilo Patron
Kilo Patron

‎06-10-2024 11:46 AM

I would go with option 1 to deactivate the old SLA and create new SLA. 

I would definitely test it out in a non-prod instance to see who it works to see if repair sla works as expected.


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