11.7. SLA Status on Tickets

When SLA tracking is active for a ticket, you will see SLA status indicators in the ticket list and ticket detail view.

SLA Status Indicators

• On Track (green): The ticket is within its SLA deadline with sufficient time remaining.
• At Risk (yellow): The ticket is approaching its SLA deadline with less than 20% of time remaining.
• Breached (red): The ticket has exceeded its SLA deadline for response or resolution.
• Paused (gray): The SLA timer is currently paused (e.g., waiting on client or in a pausing status).

SLA in the Ticket List

The SLA column in the ticket list shows a compact status indicator with the remaining time. This column is hidden by default — enable it from Settings > Ticketing > Ticket Display Preferences by checking the SLA checkbox. You can also filter tickets by SLA status using the SLA Status filter, with options including Has SLA, No SLA, On Track, Breached, and Paused.

SLA in Ticket Details

The ticket detail view shows the SLA status badge with additional information:

• Response SLA: Shows whether the first response target has been met, is pending, or has been breached, along with the remaining time or the time of response.
• Resolution SLA: Shows whether the resolution target has been met, is pending, or has been breached, along with the remaining time or the time of resolution.
• Due Date: The ticket's due date is automatically set to the SLA resolution deadline. If the SLA deadline changes (e.g., due to a pause or priority change), the due date updates accordingly.

SLA Notifications

As SLA deadlines approach, the system sends notifications based on the configured thresholds:

• Warning notifications are sent before the deadline is reached (e.g., at 50%, 75%, 90% of time elapsed).
• Breach notifications are sent when the deadline is exceeded (100%).
• Notifications are sent via in-app alerts and/or email, depending on the policy configuration.
• The ticket assignee, board manager, and escalation manager may receive notifications depending on the threshold settings.