SLA Troubleshooting Guide
Refer to the following link for a scenario-based automation guide specific to SLA's: https://pitstop.manageengine.com/portal/en/kb/articles/sla-scenarios
Steps to Effectively Troubleshoot SLA:
- Ensure the SLA is defined separately for incidents and services.
- Check if the SLA is created for the specific site.
- Verify if any operational hours or special OH settings conflict with the rule.
- Confirm the site's mapped timezone.
- Review request history for any modifications that may have affected SLA conditions, altering due dates.
- 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.
Replying via the web portal or email.
Adding a note.
Adding a worklog.
Adding a resolution.
Via Zoho Cliq integration (if available).
If 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.