Chancing SLA conditions

Question

I have placed new conditions in my SLA. However, the system does not recalculate everything. It also seems random. How is that possible? see new SLA conditions Fig 1 and see report: Fig 2. There are still time units of 8 hours in between, while I have entered a new condition of 4 hours.

Fig 1

Fig 2

Phill Fox · Answer

Hi @EdD

When you change an SLA they do recalculate but if you have a lot of tickets or very complex SLAs this can take some time to complete the recalculation. I have also observed that it is best to make all SLA changes in a consolidated manner rather than a piecemeal change at a time.  You can always look at a ticket and it will force a recalculation of the SLA for that single ticket. This is maybe why you saw one that was already correct?

Phill

Jack Brickey · Answer

I'm not quite seeing the issue but probably missing your point? So for issues that are already complete they will not change. For issues that are not yet done they should re-calculate. In your image there appears to be a single issue it is not done yet. It shows that it has exceeded the SLA but 8 hours 35 minutes. So for that issue my question is has the issue been open for 12 hours and 35 minutes?