Can I define an SLA policy based on the creation date of a ticket?

Question

We recently renegotiated a contract and need to put a new version of our SLA policy 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 condition Created that allows you to define a policy based on the creation date of any ticket.

To create a new version of an existing policy

1. In Admin Center, navigate to the Service level agreements page.
2. Click Add policy.
3. Name your policy so you can easily differentiate it from the original policy. Take advantage of the description field to help clarify as well.
4. Add the main conditions - these should be identical to the original policy.
5. Add the condition Created > After or on > the first date of the new contract.
6. Click Save.
7. Find your existing policy and click it to expand it.
8. Add the condition Created > Before > the first date of the new contract.
9. Click Save.
10. 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.