SLA- For Example: - 1 When Ticket Created not through Mailbox.

When Ticket Created not through mail box, tickets hours greater than 1 hour. Action Send an Email Notification to Support Group.

A} Set the Rule.

B} Creating Ticket Manually.

C} Rule is executed, Ticket Created more than 1 hour & broke the SLA.

SLA- For Example: - 2 Customer Replies.

When a Customer sends an Email to our Mailbox from submit Request Page Ticket is created. 

For e.g.:- A} A Customer T. J. Miller sends an Email from Submit Request Page.

B} Ticket gets created and Displayed on Display Ticket Page.

C} User Replies without Assign the ticket which will be as “Notes to Customer”.