SLA definition changed or created after incidents are linked to previous SLA definition

[AjiteshRathore]

If an SLA definition has been configured in the past, it has to be changed or a new SLA definition has to be created then,
- Will the new SLA definition have any impact on the older incidents following the previous SLA? If yes, then when?
- What measures should be taken to handle the situation efficiently?
- What are the best practices to do if such a scenario arises, and how to best handle this situation?

[RAHUL YADAV9]

Hi Ajitesh,

1. Will the new SLA definition impact older incidents? If yes, when?
No, the new SLA definition will not impact existing incidents that are already running with a previously attached SLA.
Each SLA is applied to an incident based on its definition at the time it gets attached, and it continues to run in that same context.
Only new incidents created after the SLA change will use the updated SLA definition.

2. What measures should be taken to handle this efficiently?

Plan SLA changes carefully before deploying them
Identify and review open incidents with active SLAs
Decide if existing SLAs should continue or be manually updated
Clearly communicate changes to stakeholders and support teams
Test SLA changes in a non-production environment before applying them

3. Best practices for handling this scenario

Avoid modifying existing SLA definitions directly; instead, create a new SLA version
Use proper naming/versioning (e.g., SLA_v2) for clarity
Let existing SLAs complete naturally unless there is a strong reason to update them
If required, manually detach and reattach SLA (with caution)
Monitor SLA performance after changes to ensure expected behavior

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Thank You

Rahul Yadav