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New SLAs, what happens to old ones?


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Afternoon,

We have reviewed our SLAS and want to change them entirely, Some will remain the same name but will need response and resolve times amending, others will be removed completely. 
What affect will this have on current tickets logged in the system using the old SLAS?

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6 minutes ago, yelyah.nodrog said:

What affect will this have on current tickets logged in the system using the old SLAS?

@yelyah.nodrog they will use the old SLA. I'll explain: when a request is raised and a timer (response and/or resolve) is created it will be created using the SLA existent at the time of creation. The timer data has sufficient information to perform it's intended functionality without needing to refer back to the SLA configuration that existed when it was created (for example SLA targets for the specific timer are set against that timer, independent of the SLA configuration in itself)

So you have a timer with SLA X. The timer will have specific targets will tick along and do what it needs to do. At some point you delete SLA X and create SLA Y. The initial timer will still tick with data from SLA X as this data is stored against the timer. Makes sense?

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