I have doubts about how I can add the SLA of a ticket in an email template for the end user and the agents, I already tried the following ways and in the emails that data is empty:
%{ticket.sla}
%{ticket.dept.sla}
%{ticket.dept.sla.graceperiod}
%{ticket.topic.sla}
%{ticket.topic.sla.graceperiod}

    juanjo77an

    You can use %{ticket.dept.sla} but the department must have an SLA set. I do see the %{ticket.topic.sla} is not working but that's probably a bug that we need to address. We do not have a general %{ticket.sla} variable so you have to use the department or topic one.

    Cheers.

        KevinTheJedi
        True, %{ticket.dept.sla} it works but since you say the topic doesn't, you really need the SLA of the topic. Is there a way to modify the part that creates the templates on the backend?

            I am referring to modifying the php file/module of the base files that is responsible for creating the mail based on the templates that the administrator enters

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