SLA's and dashboard gadgets

[Peter Grainger]

Hi, I am using the out of the box dashboard gadgets to report on breached: time to resolution and breached: time to breached: time to first response and we have just increased the SLA's as they were far too short. My question is, does increasing the length of time on the SLA's on affect the new issues that are created now or will this also affect the SLA's of the previous tickets that were raised? Thanks :-)

[Walter Buggenhout · Accepted solution]

Hi @Peter Grainger,

Updating your SLA's does reflect on all tickets that still had their SLA timer running. That means both existing and new tickets.

Your SLA timer - behind the scenes - has 3 potential states: running, paused and completed. Issues with a completed SLA will not be impacted by the update (as they were completed within or outside the SLA target at the time of completion), but all other issues will have their SLA recalculated in line with the new targets.

Hope this helps! 

[Peter Grainger]

Thank you Walter, I appreciate the answer :-)