Question
We recently renegotiated a contract and need to put a new version of ourSLApolicy in place starting on a specific date while keeping the current one active. How can I do this?
Answer
To satisfy this need use the conditionCreatedthat allows you to define a policy based on the creation date of any ticket.
To create a new version of an existing policy
- InAdmin Center, navigate to theService level agreementspage.
- ClickAdd policy.
- Name your policy so you can easily differentiate it from the original policy. Take advantage of the description field to help clarify as well.
- Add the main conditions - these should be identical to the original policy.
- Add the conditionCreated>After or on >the first date of the new contract.
- ClickSave.
- Find your existing policy and click it to expand it.
- Add the conditionCreated>Before >the first date of the new contract.
- ClickSave.
- Using the grabber icon on the left-hand-side, drag the new policy to just above the older policy.
Going forward, tickets created before a certain date and matching your other conditions will have the older policy applied. Tickets created after that certain date and matching your other conditions will have the newer policy applied.
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