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The time limit based SLA typeallows you to set the specific amount of time permitted to resolve the ticket. For example, 2d 6h 30m.Also, this option allows you to select the Timer background.
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1 day (1d) equals 8 hours by default and can be changed in the settings of the selected Work Schedule. |
The negotiated date SLA typeis about setting SLA goals based on any issue date or time field. For example, Due Date, Updated date, etc.
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