Can an SLA change after being completed for a ticket?



This will need a bit more explaining to make a point... We have, for example, two different KPIs (SLAs), one for Blocker incidents and one for the rest. The ticket was acknowledged with the Blocker SLA and the SLA was completed successfully. But while the ticket was being worked on, the priority was lowered. The time to resolve was properly recalculated, but the time to acknowledge (which was completed) was not, it continued to use the Blocker SLA. Is it possible to change this?


Thank you

1 answer

0 vote

Once the SLA is met, changing the conditions won't recalculate it. This is done purposefully though and there is some good explanation at Check the below part:

So that was back in October 2013, our company had a target SLA of 8 hours throughout. Since then the team worked against that SLA, they smashed it, 98% succeeded rate. Come January 2014 the company decides to change the SLAs down to 4 hours. New year, new target. As a result of this change all time metrics will be recalculated again. Makes sense, but for SLA outcomes the whether to recalculate or not question becomes a tricky one: Should we wipe all 2013 SLA outcomes and apply a 4h throughout? Remember that team with the 98%? Well they are now down to 12%, bad luck I'm sure you agree with me that in this case you wouldn't expect the 2013 SLAs to change, because they were valid targets and valid outcomes at that time.

This applied to your case too, although I can understand why you want to change it.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

1,000 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you