Changing SLA Target Resolution Hours

[ScottG]

I need to adjust the target hours for resolution on our SLA for specific priorities. I cant see the option to do this?  

Or do I need to create a new SLA, and link existing services to it?  If I did this would it only apply to new tickets raised?

[Adrian Simpkins]

Hi Scott - you should be able to configure target hours in the SLA as below - this shows the target hours for resolution for each priority level.

Any new SLA you setup will only apply to new requests raised against it, it will not retrospectively update existing requests under the old SLA, and amending the existing SLA again will only apply to new requests raised against it once it is amended,

Thanks

 

[ScottG]

Thanks Adrian, I did go to that section, but it doesn't let me change the Target?

[David Hall]

Hi @ScottG

From the screenshot it looks like you are trying to update a corporate/shared SLA target from within the service details view?  If this is a corporate/shared SLA then you cannot edit it from within a service, you will need to do this from the main service portfolio view,  select the "Service Level Agreement" tab and then find the relevant SLA to open.  From there you should be able to edit the details and these will be applicable to all services that share this SLA.

A brief explanation of corporate vs service specific SLAs can be found here if it helps https://wiki.hornbill.com/index.php/Service_Level_Agreements

Kind Regards,

Dave

[ScottG]

Got it!  Many Thanks.