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+---- Thread: Is new SLA applicable if I update ticket with new Category? (/showthread.php?tid=9)
Is new SLA applicable if I update ticket with new Category? - admin - 09-24-2021
Yes. The parameters to define SLA criteria are Ticket Type, Team, Category, Severity and Asset. In case of multitenancy, one can also define these separately for different customers/tenants as well.
One of the core SLA criteria is dependent on Category. When a new Category is set in the ticket, the new SLA, if defined for that Category will get applied to the ticket. The new SLA start time is considered when the new Category is set. If no SLA is defined for the new Category set, the SLA will not be computed.