Don't require SLA

We would like to setup a custom priority where we could have no SLA say for a project and then assign our own due date.

In response to Chris's original post. Whilst they may not be optional this should work for you:

1) Create some new "relevant" Status's with your own labels and set the SLA to OFF (see screenshot with examples for "Waiting on vendor" and "Project" - but these could be called anything)

2) Set-up Dispatch'r or Scenario Automations to set the status of incoming tickets to one of your customised Status or to change the status of existing tickets as you work on them - therefore always keeping them in a status type where the SLA is off.

By doing this you always have tickets categorised with a "Status" where the SLA is not in play. Not exactly what you want but a work around until you have the option perhaps?

We've added "Waiting on Vendor" and "Project" as additional status types that SLA's do not come into play with. We take the view that if it is stuck with a vendor we do want to take the SLA hit and / or if it is big enough for it to be part of a project then it will take too long to be worrying about an SLA.

Hope this helps.

Thanks Gareth! That's closer to what I was looking for. The only downside is that the default statuses have to remain and are liable to be confused with the new, overriding statues. A simple solution would be to just make the SLA timer switch available for the default statuses. 

Hey!

Really sorry for replying insanely late on this thread! 

I am sorry but I really don't think we can come up with an 'optional' SLA policy as of now. But what we are thinking of is, increasing the max SLA time to 6 months or a year maybe. This way I guess you wouldn't have to worry about SLA violations. Rather, it is almost as if there is no SLA clock running. 

Let me know if this sounds like a good idea. Else, we can think of something better. Feel free to drop in more ideas here!

Thanks,

Annapoorna 

@Annapoorna V, that would work. I'd go high like 1 year. A better solution in my opinion, however, would be to make the SLA 'OFF' switch available for the default statuses (i.e. allow us to turn SLA off for 'Open' status and the like just like I can with custom statuses).

I ended up not sticking with the custom statuses because it got confusing when customers would re-open their tickets. A re-open puts the ticket in status 'Open', which I was "overriding" with my own custom status, and since my custom views were setup with the custom statuses it became confusing to track where all tickets were.