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Creating new SLAs rather than modifying existing ones
Answer ID 2820   |   Last Review Date 01/20/2019

Why are the changes that I've made to my SLA not affecting contacts and organizations as before?


Service Level Agreements (SLAs)


Once an SLA has been applied it is best to not make any modifications to it, but rather create a new SLA with your changes instead.

When an SLA is modified in the database, the new version is not automatically applied to the contact and organization records. Instead, you must remove the older SLA instance and save the contact or organization record, then the updated SLA can be applied to the contact or organization record.


1.     Manually go through each contact and/or organization and disable the original SLA and then apply the new version of the SLA to the contact and/or organization records.  Note that SLAs can either be applied at the organization level (which automatically applies the SLA to all associated contacts), or can be applied to individual contact records which have no organization association.  Therefore you may need to edit either contacts or organizations, or both.

2.     To multi-edit contacts and organizations:

Option 1 (to edit affected contacts):

  • Create a new rule with "THEN" actions that would "terminate existing SLA", and "create SLA instance".
  • Create a report containing all the contacts or organizations that have the older version of the SLA applied.
  • Export this data to a .csv file.
  • Using the Data Import¬†Wizard, upload the contacts, specifying that you want the contact rules to run against these contacts.
  • Once completed, disable or delete this rule to prevented accidental activation.

Option 2 (to edit affected contacts and/or organizations):

  • Create a contact and/or organization radio type custom field.
  • Edit your Contact and/or Organization Multi-edit workspace to include your new contact or Organization custom field.
  • Create a new contact and or organization rule with the new custom field as the "IF" condition, and the "THEN" actions that would "terminate existing SLA", and "create SLA instance"
  • Create a report that will show you all contacts or organizations with the old version of the SLA applied.
  • Run your report and multi-edit the resulting contacts or organizations.  Choose to edit the custom field value.  This will trigger the contacts or organizations to be updated, which will cause them to run through the contact or organization rules, and trigger your new rule, which will replace the old version of the SLA, with the new version of the SLA.