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New SLA Retroactive Calculation for Existing Tickets

Martina_Bruehl
Martina_Bruehl
December 16, 2025

Hi,
I want to implement a new SLA "Lead Time", measuring from creation to closure, for all types of JSM tickets.
I am pretty sure that, once configured, the SLA was calculated automatically for all existing tickets. But now it only calculates and displays the SLA for new tickets.
Am I misunderstanding something?

Regards
Martina

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Marc -Devoteam-
Marc -Devoteam-
Community Champion
December 16, 2025

Hi @Martina_Bruehl 

In JSM, you can automate recalculation with Automation, see this article.

Other than that SLA calculations are event-driven, meaning that when you update an SLA definition, only new events like issue updates, transitions will trigger the new rules.

Existing issues retain their SLA even if closed.

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Martina_Bruehl
Martina_Bruehl
December 16, 2025

Hi @Marc -Devoteam- 

thanks for the quick reply. JSM just took its sweet time to calculate the existing tickets. I am all set up now.

Regards

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