How to Turn Off an SLA
In BoldDesk, deactivating an SLA prevents it from being applied to new tickets. This is useful for organizations that want to pause an SLA without removing it entirely from the system.
Checkout this video tutorial for more about turning off SLAs.
How to Deactivate an SLA
To disable an SLA, follow these steps:
- Go to the Admin module from the main menu.
- Under Automation, select the SLA option.
- Click the More options icon (three dots) next to the SLA you want to disable.
- Choose Deactivate from the dropdown menu.
Default SLA
The Default SLA is automatically assigned to any ticket that does not meet the criteria of a specific SLA when it is created or updated.
Deactivating the Default SLA
When the default SLA is deactivated and a ticket with an applied SLA undergoes an update that does not match any SLA, the history for the removal of the SLA is logged.
In the case of SLA removal, the dues are cleared, and the respective fields are hidden from the ticket details page.
- If all SLAs are deactivated, no SLA will be applied to any ticket.
- SLA deactivation does not remove its historical data recorded in the tickets and reports. Tickets associated with the SLA will still appear in all the SLA related reports.
To fully remove an SLA from appearing in the SLA reporting, it should be permanently deleted. While the underlying historical data remains, **tickets linked to the deleted SLAs will not be displayed in the SLA dashboards.
