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If you have n't soved any ticket in time , what will happen?
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Answer Posted / jyothi rao
SLA(service level agreement) is applicable to tickets as
well. Every ticket will have an SLA attached to it, it
could vary from Critical,High,Medium or Low priority.
Eg.if it is a critical ticket the time to update/solve the
ticket is only 1 hour. If you do not solve it within that
time the ticket will cross the SLA and the indicator colour
will change from green to red and the issue will be
escalated, later on you may be asked to raise an incident
(reason for the delay in processing)
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