How to Configure Default SLA Settings in Raiseaticket?

To configure default SLA settings in Raiseaticket:

• Access SLA Settings:
  • Navigate to Settings > SLA in the admin panel.
• Edit SLA Policy:
  • Click on the Edit option next to the default SLA policy.
  • Enter a meaningful SLA policy name and description for clarity.
• Set Operational Hours:
  • From the dropdown, select the appropriate operational hours (e.g., "Operating Hours") that align with your business hours.
• Define Targets by Priority:
  • Assign response times for each ticket priority (e.g., Low, Medium, High, Critical).
  • Optionally enable "Resolve Within" to define resolution deadlines for each priority.
• Save Changes:
  • Once all fields are configured, click Save to apply the settings.

These settings help ensure timely responses and resolutions for tickets based on their priority and operational hours.