Ηι, we've created two custom ticket status (monitoring, feature request).When an agent set ticket status p.e. to "monitoring" i would like sla to become p.e. 360Is there a way to do this?thanks!
No, Ticket Statuses do not have SLAs.Help Topics do.Departments do.The system has a default SLA.Ticket Filters can over ride these on ticket creation only.
by using cronetab with sql query you can change sla according to ticket status