Hi,
I have extended SLA time but is not work for the existing or old ticket
For the sample:
I have modified L1 IT Ops-Offboarding and Deactivated User SLA (red line) from 384 hr to 720 hr and update on 4/19/2021. Then I checked the due date for the existing ticket is not update to 720 hr.

is there any solution for this problem?

Thanks

@enggal

You will need to update the old tickets as their Due Date has already been set and saved.

Cheers.

So for the old ticket have to be updated manually?

Or at the database level. Yes.

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