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How do I assign an SLA to an internal ticket?

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The SLA Name field in internal tickets allows you to pick an SLA and assign it to an internal ticket.

Follow these steps to assign an SLA for an internal ticket:
  1. Click the Menu icon.
  2. Go to Support.
  3. Click Internal Tickets.
  4. Select and open the internal ticket that must be assigned an SLA.
  5. Look for the SLA Name field.
  6. Select an SLA from the SLA Name picklist.
  7. Click Save.

You can view the SLA details in the SLA Information block in the Deep Dive View of an internal ticket.

Note: Your employees may not have knowledge about SLA policies in your organization. In such cases, when an internal ticket is assigned to a team, the team selects the SLA for the issue.

 
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