For detailed configuration steps, please refer to our help guide.

1. Is there any difference between an Incident SLA and a Service SLA?

1.  Both Incident and Service Request SLAs can be applied based on criteria. For Service Requests, you can additionally associate the SLA's with a template and allow the end user to select their preferred SLA during request creation. To do this, navigate to setup → General Settings → Advanced Portal Settings.
   

2. What do the red flag, yellow flag, and yellow dot mean in a request?

1. Below are the indications if the request gets breached according to the above scenarios.
   

     First Response Time Violated

Request Nearing Due By Time (Almost 70 % of the Due time is reached)

SLA Violated (Not resolved within Due by date)

3. How can I escalate and reassign an overdue request to other technicians?

1. You can configure this within the SLA settings by navigating to setup → Automation → Service Level Agreements. Edit the SLA and add the escalation under "If resolution time has elapsed."
   
2. Additionally, you can use the request timer based on the Due By date to achieve the same outcome.
   

4. Why is the first response not set even after the technician replies from their email client?

1. Ensure that the "Set First Response Time of a request" setting is enabled under Setup → General Settings → Advanced Portal Settings.
   
2. Additionally, verify that the requester's email address is included in the TO/CC of the technician's replied response. Otherwise, the conversation will be marked as private, and no first response will be recorded.

If SLA is not working as expected, kindly get us the Full page SLA Screenshot, Request Print view pdf, Operational Hours screenshot. Also, ensure the above things are set right.