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New SLA and older tickets

Kaur Joakit

Hi all!

I am stuck with one specific issue.

My newly created SLA to measure first response time does not affect or calculate older/previous tickets before SLA creation. New SLA is only measuring tickets which are created after the SLA creation.

So my question is, how to apply new SLA to these tickets which were created/resolved before the SLA creation (we have about 80 older tickets which are not affected by the new SLA criteria)?

Accepted answers

Walter Buggenhout

Hi @Kaur Joakit,

The SLA will not recalculate on issues that have been resolved previously. That is just by design. They were resolved against SLA metrics that applied at the time, so the resulted is already locked into the history of the system.

All comments

Walter Buggenhout

Hi @Kaur Joakit,

Kaur Joakit

Hi!

Thank you for the reply!

So there is no possibility to apply SLA to resolved tickets? What about In progress tickets?

Walter Buggenhout

They should recalculate, as long as they match the triggers and conditions specified in your SLA. I have read that the process may in certain cases take a long time.

Just in case, some additional references:

JSDSERVER-6238 / ticket referring to the slow calculation times
troubleshooting missing or corrupted SLA data

Gökçe Gürsel {Appfire}

Hi @Kaur Joakit ,

Time to SLA has this capability.

Just configure your calendars and SLAs and navigate to Generate SLA data for existing issues menu. Enter your JQL to determine the scope of the regeneration and click Generate. Time to SLA will do the SLA calculations for the older tickets so that you won't miss a beat!

You can then run SLA reports, use TTS gadgets and TTS search functions to analyze the SLA data.

Please let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm a member of the Snapbytes team.

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