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Editing Response Requirements
Answer ID 6566   |   Last Review Date 12/18/2018

I need to edit Response Requirements. Will this result in the creation of a new version of the associated SLA?

Environment:

All versions

Resolution:

As a best practice we recommend not editing an SLA once the SLA has been applied to a contact, organization, or incident. This is because edits to an SLA result in the creation of a new version of the SLA but the newest version of the SLA is not automatically applied to contact, organization, or incident records. That said, please keep the following in mind when editing Response Requirements:

- Time Zones (as they apply to response requirements): In order to ensure time zone values are applied correctly in regards to interface, when editing response requirements it is recommended that you log into the interface associated to the response requirements you will be editing.  For example, if you are logged into the console for the English interface (TZ_INTERFACE = PST8PDT) and want to edit the response requirements for the French interface (TZ_INTERFACE = Europe/Paris), it is recommended that you first log into the console for the French interface and then edit the response requirements for the French interface. 

- Editing DEFAULT response requirements: When the default response requirements for an interface need to be modified (i.e. either the hours need to be changed or a holiday checked or unchecked) you should do so via the Response Requirements editor so that a new version of an SLA is not created:

1. Go to: Configuration --> Services --> Response Requirements
2. Select the interface in question
3. Make the desired change(s)
4. Select "Save"


- Editing the CUSTOM response requirements of an existing SLA: If the response requirements of an existing SLA (i.e. one that has statistics associated to it) are edited, a new version of an SLA will be created. This occurs when the following steps are taken:

1. Go to: Configuration --> Services --> Service Level Agreements
2. Open the SLA in question
3. In the "Response Requirement" column of the Interface Label section, select "Edit" on the row of the desired interface
4. Edit the response requirements (i.e. change the hours and/or add/remove a holiday)
5.  Select "OK"
6.  Select "Save" to save the SLA

Please note that when this occurs, the original terms of the SLA will still apply to any records that were associated to the SLA prior to the editing of the customer response requirements. Therefore, if you wish for the new terms of the SLA to be applied to these records, steps will need to be taken to reassociate the records to the new version of the SLA.  The steps to do so can be found in Answer ID 2820: Creating new SLAs rather than modifying existing ones.

 

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