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.
- 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.
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.