Some Incident SLAs not triggering
Currently testing 2 different SLA, one for 1 hour and another for 2. Set both SLAs criteria to check Category and if needed be, Subcategory fields.
Created 3 Categories (A, B and C) and 2 Subcategories (B and C). So in reality the levels look like:
A
B -> B
C -> C
Following are the results:
Test Category A - `1hr` - Failed, No Due Date
Test Category B - `1hr`- Failed, No Due Date
Test Subcategory B - `2hr' - Passed, SLA 2hrs
Test Category C - `2hr` - Passed, SLA 2hrs
Test Subcategory C - `1hr` - Failed, supposed to be 1hr SLA but it was automatically set at 2hrs.
Created 3 Categories (A, B and C) and 2 Subcategories (B and C). So in reality the levels look like:
A
B -> B
C -> C
Following are the results:
Test Category A - `1hr` - Failed, No Due Date
Test Category B - `1hr`- Failed, No Due Date
Test Subcategory B - `2hr' - Passed, SLA 2hrs
Test Category C - `2hr` - Passed, SLA 2hrs
Test Subcategory C - `1hr` - Failed, supposed to be 1hr SLA but it was automatically set at 2hrs.