How SLA Priority Works


  • Amie B

    Hey Jason, 

    We may need a little more context around this to help you with this question. However one thing I want to check with you is, are you actually changing the priority on the ticket itself? The priority on the ticket needs to change in order for the SLA to update to a different time etc. 


  • Jason D.

    I will try to be clear, I am not talking about ticket priority although later I will want to encompass that. What I am saying is if you open the ticket and it says in the upper right time until next SLA breach it is always showing low priority even though the next SLA breach should be normal. At least that is the way I see it. Let me know if I can clarify more.


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