In HappyFox Help Desk, the SLA live timer shows the current state of a timer-supported SLA on a ticket. The status tells you whether the timer is running, paused, outside its work schedule, or breached.
The SLA live timer can show these statuses:
- Due In: The ticket meets the applicable SLA requirements, and the timer is running. The timer shows the remaining time before the SLA breaches.
- Out of Work Schedule: The ticket is outside the work schedule assigned to the SLA. The timer is paused until the next applicable working period.
- Paused: The ticket is in a status configured under Excluded Statuses for the SLA. The timer resumes after the ticket leaves the excluded status and the SLA remains applicable.
- Breached: The ticket exceeded the SLA target time while the SLA was applicable.
If the timer status is unexpected
Review the SLA configuration and the current ticket properties:
- Confirm that the SLA is enabled and associated with the ticket's category.
- Check whether the ticket satisfies the SLA conditions.
- Review the SLA's assigned work schedule.
- Check whether the ticket is in an excluded status.
- Confirm that the SLA objective supports the live timer.
For a detailed explanation of how these settings affect evaluation and target time, see How do SLAs work in HappyFox?.