Define SLA policies as required. Based on the specified criteria, if any of the Ticket is matched then system will apply that SLA policy.
We can define one or more SLA policies based on requirements. Click ‘New Policy’ button to create the policies.
Note: Conditions are required to create a policy except for default policy.
First Reply: The time within which the Ticket to be responded from its creation.
Resolution: The time within which the Ticket must be resolved.
Escalations: Workflows will be triggered if response or resolution times are breached.
Note:
-If we specify resolution time as ‘0’ then that policy will not be applied.
-If we specify first reply time as ‘0’ then first reply will not be applied for the Ticket, only resolution time will be applied for the Ticket.