SLA on the Ticket Screen

The SLA block on the ticket screen shows the status of the SLA targets applied to the ticket. For an overview of the ticket screen, see Ticket Screen.

Configuring SLA

SLA policies are created and configured under Settings → SLA policy management. Learn more in Managing SLA policies.

Counter display modes

Each component of the SLA block is a timer for an SLA target. Click a counter to change its display mode. The selected mode is also used in subsequent open tickets; different counters can use different modes.

1. Countdown to the SLA deadline
   
2. SLA target
   
3. Elapsed SLA time
   
4. Progress bar — shows target progress as a percentage. If the target is not met by the deadline, the indicator reaches 100% and turns red.