Increasing the SLA hours for the first response on a particular priority of tickets

[Mohit Verma]

Hi Team,

We are planning on updating the first response time SLA on Medium priority tickets from 4h to 8h and the condition in the JIRA project only has the option to update the SLA hours and there is no effective from date or time available in the editable options.

I want to understand if this would impact any ongoing tickets and if so in what way and what would be the additional checks on actions we should perform to avoid to minimize that impact.

I understand that we are increasing the time for the first response so in general it should be fine but just to be completely sure I am raising this as query here. Any help of support on the topic is appreciated.

Thanks.

[Jean Horn · Accepted solution]

👋 Hi @Mohit Verma !

When the SLA settings of a JSM space are changed, the SLA is automatically recalculated retroactively for all open requests.

Since in your case you are increasing the SLA, I don't see any problems that could negatively impact the requests.

It could only be a problem if you were decreasing the SLA time, as requests that would be within the correct timeframe might appear as exceeding the SLA after the change.

I hope this has helped you.

[Mohit Verma]

Thanks for confirming my understanding @Jean Horn