Solved: When does the SLA start?

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Hi experts

In tickets, when does the SLA start counting? Is it the moment it was created? Or is it the moment the ticket was set to In Process?

Thanks

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Hi Denmar,

SLA starts the moment ticket is created and recalculation is based on the configuration of SLA Milestone. Refer help portal for more details

Regards,
Sandeep

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When does the SLA start?