Ticket status is not showing as a condition option when creating SLAs

Issue symptoms

When creating SLA policies, I don't find Ticket status as a Condition. How can I fix this?

Ticket status condition.png

Resolution steps

You can only use Ticket status as a condition in SLA policies when custom ticket statuses are enabled. Activate custom ticket statuses first, then refresh the page and return to the SLA policy you were working on.