When to apply SLA

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When to apply SLA

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Title - Do not change

Upon Ticket Creation - Check this box if you want to apply SLAs at the time of ticket creation

Upon Ticket Modification - Check this box if you want to change the applicable SLA based on changes within the ticket

Upon Modification Settings - Choose Date Created to keep the original ticket creation date as the SLA date if the SLA changes. Choose Now to restart the SLA clock from when the applicable SLA changes