New SLA Retroactive Calculation for Existing Tickets

[Martina_Bruehl]

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

[Marc -Devoteam- · Accepted solution]

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.

[Martina_Bruehl]

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