Where to Find
Go to Support → Settings → SLA → SLA Policies to create and manage SLA policies.
An SLA Policy defines the service commitment that must be completed within a specified time for a Ticket.
Time
Define the time within which the required action must be completed.
For example, you can create a Low Priority Resolution SLA with a time limit of 72 hours.
Calculate From
Calculate From defines the starting point of the SLA timer.
For example, select Date Created for the Low Priority Resolution SLA. The SLA timer starts when the Ticket is created.
Conditions
Conditions define when the SLA Policy should be applied to a Ticket.
For example, to apply the Low Priority Resolution SLA only to low-priority Feature Request Tickets, configure the conditions as follows:
- Priority = Low
- Category = Feature Request
Set the relation to AND so that both conditions must be satisfied.
In this example, the Low Priority Resolution SLA is applied for 72 hours from the Ticket creation time when Priority = Low and Category = Feature Request.
