How to Turn Off an SLA
The option for turning off an SLA prevents it from being applied to tickets. This can be useful for businesses that want more control over which SLA can be applied to their tickets or for businesses that do not wish to use SLA.
How to turn off an SLA
Follow the given steps to turn off an SLA:
- Select the Admin module from the left menu.
- Click the SLA option.
- Click the Deactivate option as shown below to turn off the SLA.
Default SLA
When a ticket is either created, updated, or re-opened and doesn’t match any SLA, the Default SLA will be applied automatically to the ticket.
The default SLA can also be turned off if required.
Turning off the default SLA
Follow the same steps outlined above to turn off the default SLA.
When the default SLA is turned off 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 as shown on the following screen.
In this SLA removal case, the dues are cleared, and the respective fields are hidden from the ticket details page.
When all the SLAs are deactivated, no SLA will be applied to the ticket.
Checkout this video tutorial for more about turning off SLAs.
