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
- In Admin Center, navigate to Objects and rules > Service level agreements.
- Clone the current SLA policy to create a new version.
- Name your cloned SLA policy.
- Under Meet ALL of the following conditions, add the condition Ticket > Created | After or on | the date of the new policy application.
- Click Save policy.
To edit your old SLA policy
- Go to your old SLA policy.
- Under Meet ALL of the following conditions, add the condition Ticket > Created | Before | the date of the new policy application.
- 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
- On the Service level agreements page, click Edit order.
- Use the grabber icon on the left-hand side to drag the new policy above the older policy.
- Click Save.
For more information, see the article: Defining SLA policies.