set multiple SLA policies as default for different types of tickets
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the **Create SLA** window, provide a name and description of the SLA.\n\n   After creating the SLA, assign policies to it.\n\nCreating policies within SLA\n----------------------------\n\nMultiple policies can be created within an SLA. Each policy has a priority order, so if a ticket meets the conditions of two or more policies, the policy with the highest priority is applied.\n\nTo create a policy within an SLA, do the following:\n\n1. Click **+ Policy**.\n2. Select either *Ticket Policy* or
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*Conversation Policy*.\n3. In the **New ticket policy** pane, under **Conditions**, select the ticket attributes values of **Tag**, **Part**, and **Severity**.\n4. Under **Metrics**, enable or disable **First response**, **Next response**, and **Resolution time**.\n5. Click **Publish**.\n\n![]()\n\nSLA metrics are only applied to tickets or conversations that meet the policy's conditions.\n\nPublishing an SLA\n-----------------\n\nSLAs can be published once all policies are created. Published
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ART-4181_KNOWLEDGE_NODE-12
criteria, ensuring the right SLAs are consistently applied to relevant old and new customers\n\n![]()\n\nFlexible Exceptions\n\nCreate Exceptions for customers who require special treatment, overriding the Assignment Rules when necessary\n\n![]()\n\nDefault SLA Fallback\n\nAuto-assign a Default SLA to customers who do not meet any of the specified criteria\n\nAutomated SLA Assignment\n\nAuto-assign SLA based on predefined criteria, ensuring the right SLAs are consistently applied to relevant
Support like a lightning fast pit-crew
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Assignment\n\nAuto-assign SLA based on predefined criteria, ensuring the right SLAs are consistently applied to relevant old and new customers\n\nFlexible Exceptions\n\nCreate Exceptions for customers who require special treatment, overriding the Assignment Rules when necessary\n\nDefault SLA Fallback\n\nAuto-assign a Default SLA to customers who do not meet any of the specified criteria\n\n![]()\n\n![]()\n\n![]()\n\n![]()\n\nAutomated SLA Assignment\n\nAuto-assign SLA based on predefined
Support like a lightning fast pit-crew
ART-4181_KNOWLEDGE_NODE-13
old and new customers\n\nFlexible Exceptions\n\nCreate Exceptions for customers who require special treatment, overriding the Assignment Rules when necessary\n\nDefault SLA Fallback\n\nAuto-assign a Default SLA to customers who do not meet any of the specified criteria\n\n![]()\n\n![]()\n\n![]()\n\n![]()\n\nAutomated SLA Assignment\n\nAuto-assign SLA based on predefined criteria, ensuring the right SLAs are consistently applied to relevant old and new customers\n\n![]()\n\nFlexible
Support like a lightning fast pit-crew
ART-4181_KNOWLEDGE_NODE-6
time and resolution time, or tailor metrics to your requirements\n\n![]()\n\nTrigger SLAs at the right moment, every time\n\nMap conditions to parts of your product, tags, severity levels, or any other relevant criteria on our simple UI\n\n![]()\n\nTrigger SLAs at the right moment, every time\n\nMap conditions to parts of your product, tags, severity levels, or any other relevant criteria on our simple UI\n\n![]()\n\nSLAs in sync with your business\n\nAccount for calendar and business hours,
Support like a lightning fast pit-crew
ART-2695_KNOWLEDGE_NODE-28
conditions in more than one policy.\n\nPublish an OLA\n--------------\n\nAfter creating the necessary policies, click **Publish** to activate the OLA.\n\n![]()\n\nOnce an OLA is published, it cannot be edited, nor can you modify the policies or their priority order.\n\nOnly one OLA can be in the *Published* state at any time. If there is an existing published OLA, it is archived when you publish a new one. Any new issues will follow the guidelines of the newly-published OLA, while issues
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