SLA Troubleshooting Guide

SLA Troubleshooting Guide

Steps to Effectively Troubleshoot SLA:

  1. Ensure the SLA is defined separately for incidents and services.
  2. Check if the SLA is created for the specific site.
  3. Verify if any operational hours or special OH settings conflict with the rule.
  4. Confirm the site's mapped timezone.
  5. Review request history for any modifications that may have affected SLA conditions, altering due dates.
  6. If due dates are applied correctly but the customer is unclear on setting the first response time, provide guidance on the available methods.

Ways to Set the First Response Time in a Request  

First, ensure that the "Set First Response Time of a Request" setting is enabled under Setup → General Settings → Advanced Portal Settings.

  1. Replying via the web portal or email.

  2. Adding a note.

  3. Adding a worklog.

  4. Adding a resolution.

  5. Via Zoho Cliq integration (if available).

NotesIf the discrepancies are still found in the SLA configuration, provide the following details for further analysis:
  • A full-page screenshot of the SLA details.

  • A full-page screenshot of operational hours and special OH settings, if applicable.

  • Analysis of site timezone, Operational Hours  settings, and request history before escalating to support.


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