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
Use the Created condition to define a policy based on the creation date of any ticket.
To create a new version of an existing policy
- In Admin Center, navigate to Objects and rules > Service level agreements.
- Click Add policy.
- Name your policy to differentiate it from the original policy easily. Take advantage of the Description field as well.
- Add the main Conditions. These should be identical to the original policy.
- Add the condition Created | After or on | the date of the new policy application.
- Select Save.
- Find your existing policy and open it.
- Add the condition Created | Before | the date of the new policy application.
- Select Save.
- Using the grabber icon on the left-hand side, drag the new policy to just above the older policy.
Tickets created before a certain date and matching your other conditions have the older policy applied. Tickets created after that certain date and matching your other conditions have the newer policy applied.