How to force re-calculation of New SLAs for old tickets

Question

I had some tickets with an old SLA rule.When i updated the SLAs, i see that the SLA is being shown correctly for only new tickets which were created after the SLA updation .For the old tickets the SLA is not being applied.

How do i trigger the new SLA updates on the old tickets

(I ensured that the New SLAs were saved and i got SLAs Updated 100%)

image2014-9-17 15:51:42.png

Fernando Calvo · Answer

Hi, It doesn`t work with Tickets that status = Stop Status configured in SLA.

Tim Eddelbüttel · Answer

Hello,

to force re-calculation update the SLA, click update, wait until update is done and change the SLA to the old value.

Regards,
Tim