SLA Timer lets you view the remaining time of all the SLA's that are applicable to that ticket. 

Configuration

1. Go to Automate >> SLA and enable the "Display SLA Live Timer in Ticket Details toggle"

2. Once enabled, the SLA Live Timer starts to get displayed on the ticket details page. 

SLA Timer feature is available only for SLA Objective: Time taken to first responses and Time taken to reach ticket status. 

 

SLA Timer feature is not available for SLA Objectives: Time taken to change a ticket from assigned to unassigned, time taken to respond to contact response, Time taken to add response to an existing last response by an agent. 

SLA Live Timer Information in Ticket Details Page 

1. The SLA Live Timer information will get displayed on the top right-side pane of the ticket details page. 
2. The Timer box includes below information 
   1. Name of the SLA: First response within 2 hours
   2. Status - Due In
   3. Remaining time information - 1h 57 mins