Hi, how can we help?

1. Go Manage Ticket> Settings> SLA Configuration
2. List of SLA configuration will be showed(if required you can export as .csv format).Click +New button
3. Under General Information Tab, put the SLA configuration with Queue(which will be responsible), From State(e.g.,Open), To State(e.g.,Close), Duration(i.e.,SLA timespan), Send Alert(Yes/No), Alert Receiver(specific role), Select Receiver(specific person), Maximum Number Of Alert, Alert Interval(in minutes) and Comment. Click Submit

4. Under Email Notification Body Tab put the Email body section(To explicitly mention number of ticket use-[ticket_no])