override SLA at ticket level

Hi @SAMMYLUC ,

To exclude certain statuses from the SLA in SysAid, you can follow these steps:

1. Log in to SysAid as an Administrator

   • Start by logging into your SysAid Administrator account.

2. Navigate to the Service Desk Module

   • From the main menu, access the Service Desk module.

3. Access SLA/SLM Settings

   • Go to Settings > Service Desk > SLA/SLM. This is where you can manage your SLA policies.

4. Edit or create a new Measurements list

   • In the SLA/SLM section, navigate to Measurements lists and edit or create a new one.
   • In the ‘Include statuses’ specify which statuses you want the SLA to apply for. The SLA will then run only on those statuses, but if you’d like an extra layer of security, you can add a custom filter using Query builder to set the Status <>Pending (or the name of the status/es you want to exclude). 
   • Note: <> represents ‘different than’. In the filter you will see it as ‘Is not’. or ‘Does not equal’.

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5. Apply the newly created measurement list to the SLA

   • Within the SLA settings, look for the option ‘Measurements’. Here, select SLA you want to modify and the newly edited measurement list. 

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6. Save Your Configurations

   • After adjusting the SLA settings, ensure to save your changes.

7. Test the Configuration

   • It's crucial to test the new configuration with a few tickets to ensure that the SLA timer behaves as expected when the specified statuses are applied.

If you need more help, have further questions, or just want to chat about this topic, please don't hesitate to reach out.