Workflow: Apply a new SLA policy to tickets created since a specific date

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

This workflow is useful if you need to apply a new version of an existing SLA policy to new tickets, but keep the previous SLA policy to track and report on older tickets.

Below are the steps to complete this workflow.

Step 1: Create a new version of an existing SLA

Step 2: Edit your old SLA policy

Step 3: Edit the order of the SLA policies

Step 1: Create a new version of an existing SLA policy

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

Step 2: Edit your old SLA 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

Step 3: Edit the order of the SLA policies

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.