Dear all,
I am facing a problem where the SLA T&C is configured based on helpdesk CT (i.e. Category, Type) because different CT having different SLA.
The problem is that some of the Category, Type does not have any SLA to measure, so if the case category and type with its own respective SLA was changed to a non SLA CT, the previous SLA is still attached to the case and the clock is still ticking until the SLA miss.
Thank you.
Ming Yan, Lam
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