Changing SLA Definitions / Schedules for 'in-use' SLAs - Best PracticesBest Practice: It is not recommended to change the SLA Definition or SLA Schedule for any Task SLAs which are still active. This is known to cause un-expected behaviour with the SLA Calculations. Instead of changing SLA Definitions, the recommendation is: Create a new SLA Definition and also add a Start Condition for Task Creation Date on or after today. (So new Tasks will use the new SLA)For the old SLA Definition then add an extra Start Condition for Task Creation Date before today. (So old Tasks will use the old SLA)A possible naming convention for these SLAs is to have the old SLA as V1 and the new SLA as V2. Reason: The Task SLA uses 8 cumulative fields: Business time leftActual time leftBusiness elapsed timeActual elapsed timeBusiness pause durationPause durationBusiness elapsed percentageActual elapsed percentage The above fields will accumulate over the course of the SLA's duration using the Schedule values that it was originally created with. Changing the Schedule will cause these fields to accumulate with values calculated from a different Schedule which will not be the same as the pre-existing calculations. This results in many of the Task SLA fields displaying the incorrect information. Removing a Schedule will cause the Actual Values to be added to the Business Values which will ultimately have the same result as above. The same reasoning can be applied to changing the SLA Definition. However, changing the conditions of the SLA Definition can corrupt the entire Task SLA record since it will have already calculated values based on the old conditions. These will now be combined with the values calculated as per the new conditions which corrupts the record and can result in the following behaviour: Unexpected breaching of SLASLA not breaching when expectedUnaccounted for 'Pause duration'Not pausing when expectedThe record may no longer exist after repair. (If the start conditions never matched as per the updated definition) Fixing Broken Task SLAs: To resolve this issue, we recommend that after changing any SLA Definition or Schedule which is associated to an SLA Definition you must then perform the following: Run 'Repair SLAs' functionality on all active Task SLAs for the changed SLA Definition.Run 'Repair SLAs' functionality on all active Task SLAs using the modified Schedule. The Repair SLA functionality will DELETE and re-create the Task SLAs according to the new values entered into either the definition or schedule so that they are now showing the correct data. However, to prevent this from being needed. Please follow the guidelines as stated in the Best Practices section above. Issues Caused By This: SLAs are showing the incorrect 'Business elapsed time'SLAs are showing different values in SLA Timeline compared to the SLA FormSLAs have not changed State when they were supposed to.(Not limited to just the above) Important Note: This can also caused issues with Repair SLAs if the 'com.snc.sla.repair.use_repair_workflow' System Property is set to false. Please see KB0869747 for further guidance on this.