SLA not working

SLA not working

There are a few configurations that need to be checked

1. Account/Site

  • Check the request Account & Site,
  • Now, go to Admin>Service Level Agreements>Filter the Account & Site and make sure the SLA is created for the same 

2. Operational Hours

  • Go to Admin>Service Level Agreements>Filter the Account & Site>Edit the SLA and check the below configuration

  • If the above option is unchecked, then the request does not calculate the non-operational hours and Holidays 
  • You can check the Operational Hours & Holidays for the Account & Site under Admin
The below points affect the SLA 

1. Holidays & Operational Hours 

Go to Admin>Service Level Agreements>Filter the Account & Site>Edit the SLA and check the below configuration



If this option is unchecked, then SLA is calculated only during operational hours. Kindly note the Account & Site the request is created, then go to Admin>Operational Hours and  Admin>Holidays and refer the configuration. 

2. Ticket Status

The timer of the ticket will be paused when a status with timer "Stop" is assigned.

For example,

  • A request is created at 9 am 
  • Set "On Hold" status at 10 am 
  • Set to "Open" at 11 am
  • Closed at 12 am. 
Even though the ticket is opened and closed in 3 hours, only 2 hours will be calculated for SLA, since the ticket was "On Hold" from 10 am to 11 am. 

Under Admin>Status>Refer the configuration of the status.   
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Once the above configurations are checked, create a test request with the SLA criteria, post request creation check the Due By Time field to know if the SLA is triggered as configured. 
If the SLA time is passed, check the history Tab of the request to if the SLA violation is flagged.