What happens to the existing tickets if calendar hours are changed?

[monas]

We want to change the calendar hour of our JSD to 24/7 but we are concerned if it will recalculate the SLAs of existing tickets which was based on the previous working hours.

Can somebody clarify on how this change will come into effect and if it will recalculate the SLAs on all the older tickets or it will be applicable to the new tickets only?

[Hernan Halabi - Elite IT Consulting Group · Accepted solution]

Hello @monas if you change the calendar used for the SLAs, those will be recalculated all over again

[monas]

Thanks, Hernan. But will it recalculate the time on the open tickets as well? For example, if I change the SLA for time to first response to 24/7(default calendar), will it recalculate the first response time of all the pre-existing tickets?

[Hernan Halabi - Elite IT Consulting Group]

Yes, that's what I meant with all over again. Any existing ticket will get the SLA recalculated

[Petter Gonçalves]

Hello @monas and @Hernan Halabi - Elite IT Consulting Group

Actually, only the SLAs of open tickets will be recalculated when changing the SLA goals. Closed tickets will keep the same SLA goals, as mentioned in the documentation below:

https://confluence.atlassian.com/servicedeskserver/setting-up-slas-939926373.html

[Hernan Halabi - Elite IT Consulting Group]

Ups...I was too sure it wasn't the case. Sorry for giving you wrong information @monas

Thanks for the help @Petter Gonçalves 

[monas]

Thanks, @Petter Gonçalves & @Hernan Halabi - Elite IT Consulting Group for clarifying it. It makes a lot more sense now. Thanks, again :)

[Andrea Robbins]

That link seems to be for server. Is this also the case for Cloud?

https://confluence.atlassian.com/servicedeskserver/setting-up-slas-939926373.html