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Is it Possible to Extend the 'Orange SLA Warning' for Time to First Respose Gadget?


Currently, this warning turns orange once the timer for a ticket's SLA hits the 30-minute mark. The issue I'm having is that sometimes I will be working on another ticket for over 30 minutes and won't even see this warning before it's too late and the SLA is breached. If I could extend this to 1 hour or maybe even 90 minutes, I feel that it would significantly reduce the amount of SLA's breached because the odds are that I would return to my assigned tickets list at some point during the timeframe. 30 minutes is too short of a notice I feel.


1 answer

Hi @harley_gomez,
I think it should be possible. Go to Project Settings of your project and there is a SLA settings where you can set up time for responses. I didn´t try it. It is just an idea. If you tried it already and it doesn´t work, so probably it cannot be extended. 

Have a nice day.

Tomas Dolezel 

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