How do I ensure that the SLA timer does not run for a particular status?

Created by Fawzia Aleem, Modified on Tue, 18 Jun, 2024 at 4:42 PM by Fawzia Aleem

To turn off the SLA on one particular status, please navigate to Admin -> Workflows ->Ticket Fields -> and click on Status.

On the dialog box that contains the properties, you will find an option to turn ON/OFF the SLA timers for each status. Kindly turn off for the ones you do not want the timer to run.