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Set SLAs without duration targets
  • 12 Mar 2024
  • 1 Minute to read
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Set SLAs without duration targets

  • Updated on 12 Mar 2024
  • 1 Minute to read
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Article Summary

You have the option to set the default Resolution SLA or any custom SLA with no target duration, allowing you to monitor durations without enforcing deadlines.

To set an SLA without a duration target:

  • When setting or updating an SLA (Resolution SLA or a custom SLA) with workflow steps, set the SLA duration to 0.
  • When manually creating a case, disable the SLA target toggle when setting the Resolution SLA.
    Disable the SLA target toggle when creating a case manually

When the SLA does not have a duration target, the elapsed timer value will be visible on the case entry within the Cases page.
The SLA will appear with no target

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