SLA Timer - Statuses Explained
Sep 20, 2021
1843
HappyFox lets you view the remaining SLA timer of a ticket within the ticket details page. An SLA can be in multiple statuses depending on various conditions such as status, category and a lot more about the ticket. The below table explains the conditions under which an SLA Timer falls under each status.
| Status | Description |
|---|---|
| Due In |
The ticket has met all the conditions and the timer is running. |
| Out of Work Schedule |
The timer is paused because the SLA is not breached yet but is outside of its assigned work schedule. |
|
Paused |
The timer is paused because the ticket is moved to the excluded status before the ticket has been breached |
|
Breached |
The ticket has breached the SLA. |
To know more on how to enable this feature, refer to this article.
