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Remove SLA breach timer based on Ticket Type

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Niklas Jensie

Publication le 29 août 2022

Dear all,
 our SLA is only based on the criteria that the ticket is classed as an incident. At the same time we don't know whether it's an incident or not until we started initial diagnosis.
 Once we decide it's a Question, Task or Problem, we would like to remove the SLA policy from the ticket. Can I do that with a trigger or something?

Best Regards,
Niklas 

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    Jacob the Moderator

    Zendesk LuminaryCommunity Moderator

    Hey Niklas!

    You could build that into the SLA policy conditions.

    As soon as a ticket gets updated with a specific type value, this condition is no longer true and the policy is no longer applied.
    Hope that helps.

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