Changing our SLA timings - does this affect existing requests?

[Adrian Simpkins]

Hi All

following identification of an issue with how our SLAs timers were calculated I am going to correct the timings. However, before I make this change I just wanted to double check that changing the SLA timers will only affect new requests, and our existing requests will still sit with the incorrect timings? Just wanted to make sure that if I change the timings that it doesn't make existing requests breach when I change the timings.

I presume changing it will only affect any new requests like changing a BPM, but just wanted some assurance

Many thanks

[David Hall]

Hi @Adrian Simpkins

Yes, changes you make to the SLA configuration will only apply to new requests or if you change the SLA on an existing request, otherwise existing SLA timers will remain intact as per the original config.

Kind Regards,

Dave.

[Adrian Simpkins]

Hi Dave

Perfect, thank you for confirming. I thought this would be the case

Many thanks

[Martyn Houghton]

@David Hall

Sorry to hijack @Adrian Simpkins post, but could I ask a follow questions, in that if we make change to the Working Time Calendar the SLA is based on, do these affect existing requests calculations or only new requests?

What prompted this was thinking of updating WTC's for next years bank and public holidays.

Cheers

Martyn

[David Hall]

Hi @Martyn Houghton

So if you were to make changes to the calendar, this would not alter any existing target times etc, however if you were to update the SLA on a request then it would take any changes into account.

Does that answer your question?

Regards,

Dave

[Martyn Houghton]

@David Hall

So only updating the Service Level would trigger it picking up the new WTC changes, not the request being taken off hold?

The reason for asking them is that if you have long life span requests in the system you should be inserting WTC non working days significantly ahead of time to ensure they are taken into account in those requests.

Cheers

Martyn

[David Hall]

@Martyn Houghton

So any calendar changes will be immediately observed by any existing timers, so if you add in an exclusion day etc then the timers would respect this and wouldn't elapse during this time.  What changing the calendar won't do is alter the target times set on a request.  Only when setting or changing the SLA will it recalculate the target times based on the current working time calendar configuration.

Cheers,

Dave.

[Martyn Houghton]

@David Hall

Thanks for the detailed clarification.

Cheers

Martyn