How do I create an SLA for first reply time for agent created tickets?

Question

Can I create an SLA for agent-created tickets?

Answer

It is not possible to create a true First reply time SLA on agent-created tickets. Depending on how the ticket is created, the target will either not activate or will behave differently. For more information on this, see the article: Defining SLA policies.

Other targets, like Total resolution time, Agent work time, Requester wait time, Next reply time, and Periodic update time will still apply and display if the ticket meets the SLA policy criteria immediately on agent-created tickets.

Periodic update time is likely the best option for applying an SLA to agent-created tickets, as it can be applied immediately on the ticket.