SLA policy not working

is it possible to put
10 min - First Response Time
30 min - Next Reply Time
1 hr - Resolution Time

SLA trigger seems to not be working when i used these settings.


In order of server loading optimization, the field receives only integers. The latest versions of HelpDesk have validation for this field and highlight it with red when one is putting an incorrect value in.

If you need SLA for such short time periods, then try to create a substitution with Power Automate HelpDesk actions for it. Start flows with recurrence trigger, get tickets (filter ones you need and use condition control to find ones violating an SLA) and send notifications with any mail service connector.