Question on modifying SLA Policy

Answered
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Jake Warren

Posted Jan 23, 2023

I have a single SLA Policy today that outlines targets for First Reply Time and Requester Wait Time. I've determined that I need different conditions specified for each, so I want to split them out into separate SLA Policies (they won't overlap, so ordering doesn't come into play). If I do this, are the changes retroactive and historical ticket data is adjusted or is it only going forward? 

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      Jake Warren

      1263169152750 - Thanks! This all makes sense and is what I had assumed was the case, but great to have confirmation. Thanks again!

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      Amie Brennan (SuccessCX)

      Hey Jake, 

      I would check out this doc here on troubleshooting SLAs: https://support.zendesk.com/hc/en-us/articles/4408885881498

      It makes the reference I've highlighted in the screenshot below earlier on in the article. 

       

      After you implement new SLA policies or change existing ones, they aren't retroactively applied to existing tickets in the account. You would need to manually run a bulk update on tickets, and put in a private comment at the same time saying "Please disregard - silent update to ticket for SLA policy change".

      Any tickets which are created AFTER you implement the new or updated policy... the polices will automatically run on those and be applied where applicable. 

      Hope this helps. :)

      Best,

      Amie

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