Is it possible to edit Halp SLAs?

[Carlos Garcia Navarro]

Hi there-

Sorry if this has been asked before, but I couldn't find an answer. Is it possible to edit an SLA in Halp/Assist?

I can see only an option to delete existing ones:

Thanks,

[Nicole Pitaro · Accepted solution]

Hey @Carlos Garcia Navarro – It is not possible to edit an existing SLA.

[Carlos Garcia Navarro]

Ok, thanks, Nicole. Is there any plan to make SLAs editable?

[Fletcher Richman]

It's a feature request we are tracking. To give you some insight on why we don't already support it - editing SLAs has a surprising level of complexity. To give you a sense of why, consider the following example:

Lets say you create an SLA with a 24 hour "timer". So 24 hours from now, it should notify Slack/Teams that there has been a breach. 

A ticket is created, and the 24 hour timer starts. 

15 hours later, let's say you edit the SLA and change that timer to be 12 hours instead of 24 hours. 

What should happen to the notifications that were going to send for that ticket that was created? It's technically already been 15 hours, so has it breached the 12 hour limit that you just edited? Should a notification get sent? 

That's just one example of the complexity that gets created, and so we decided to get the feature out the door faster we'd just allow for creation and deletion of SLAs, figuring that users could always just delete and SLA and make a new one, and then it would be clear what would happen.