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How do you disable SLA for change request types

Jack_Marquez
Jack_Marquez August 15, 2024

Our Change request types do not need an SLA attached to them so I want to remove it from the agent screen but I can't find a way to do it. Is it possible?

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Mikael Sandberg
Mikael Sandberg
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August 15, 2024

In order to disable the SLA for changes you have to go to Project settings > SLA and change your goals so that it does not cover changes. For example if you use "Ticket category" = "Service requests" in your goal that would not include changes, only request types that belongs to the Service request category.

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