When someone emails my service desk, the issue is automatically set to a 'New Ticket' request' type, which starts an SLA timer .Any time a customer fills out a new customer form and adds their credit card info, a ticket is generated .These tickets only serve the purpose of confirming that the customer added credit card information to the form when they requested service. These tickets are treated the same as any other Finance ticket, which means they carry the SLA alert and they need to be closed out. These tickets come through more than 10 times a day, which is constant work to have to close them out before the 24 hour SLA alert goes off.
i would like to have, any ticket that comes into with the subject “Additional Order Details” to not have the 24 hour SLA linked to it. Is there any way to modify the SLA rule to exclude the SLA from those?
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