Can I define a SLA policy based on the creation date of a ticket?

Question

I need a new version of my SLA policy starting on a specific date while keeping the current one active. How can I do this?

Answer

Create a new version of your SLA policy and add a condition that applies the new policy to tickets created since a specific date. Then, edit the existing policy to apply only to tickets created before that date.

To create a new version of an existing policy

1. In Admin Center, navigate to Objects and rules > Service level agreements.
2. Clone the current SLA policy to create a new version.
   
3. Name your cloned SLA policy. 
4. Under Meet ALL of the following conditions, add the condition Ticket > Created | After or on | the date of the new policy application.
5. Click Save policy.
   

To edit your old SLA policy

1. Go to your old SLA policy.
2. Under Meet ALL of the following conditions, add the condition Ticket > Created | Before | the date of the new policy application.
   
3. Click Save policy.

Edit the order of the SLA policies to ensure that the new policy is prioritized.

To edit the order of the policies

1. On the Service level agreements page, click Edit order. 
2. Use the grabber icon on the left-hand side to drag the new policy above the older policy.
3. Click Save.
   

For more information, see the article: Defining SLA policies.