About Modifying an SLAAbout Modifying an SLAYou use the Service Level Agreements (SP) application to modify service level agreements (SLAs). You can edit only the fields on the Related SLAs and KPIs tabs if the SLA is in an active status. You can edit any field if the SLA is in a draft or inactive status, but certain criteria apply.
Review the following information before you change the value in the Applies To field:
The commitments on the SLA must be valid commitments for the new record type. If they are not, a message is displayed instructing you to remove the commitment before you change the record type.
The classification on the SLA must be a valid classification for the new record type. If it is not, a message is displayed instructing you to remove the classification before you change the record type.
All entries in the Conditions table window are removed. A warning message is displayed giving you the option to cancel or continue the action to modify the record type.
If the SLA Hold feature is enabled, the record type in the applies to field must be a Ticket.
When you change the values in a commitment line of an SLA that has related SLAs and save the record, the commitments of the associated SLAs are compared. You are warned if there are any conflicting or less stringent commitments. The commitments are compared one level up and one level down from the current record. All direct parents and all direct children of the SLA are checked.
A new classification must be valid for the record type in the Applies To field.