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If the SLA Target is not applied on the tickets, then here is a checklist for the Administrator to validate the configuration.
Issue :
SLA target is not applying on the ticket even after configuring it correctly.
Cause :
There are multiple reasons that would cause this issue. Please use Refer to the below check list checklist and take the necessary steps.:
- Check if matching condition of the ticket and matching condition on the SLA target is same or not?
- Check the SLA monitoring job trigger is enabled or not?
- Check if there is any " Don't apply this target if the state is " configured in the SLA
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- Target.
Resolution :
- In order to apply the SLA Target to the ticket matching condition of the ticket, should match the matching condition of SLA target.
- If there is any condition configured in the "Don't apply this target if the state is "of the SLA target then target, then make sure you configured the correct state.
- If the Target needs to be applied on incident ticket, then make sure that the "Affected Ticket Type" is incident in the matching condition of SLA Target.
- If the ticket is assigned to a group and SLA target is not applied, then make sure that the "Affected Groups" consist of the assigned group.
- Go to job Job triggers and check if "Service Level Compliance Monitoring" is enabled or not. If not please , click Enable to enable it for the SLA monitoring on the tickets.
TechId: TEC1030944
Keywords: SLA; Service Level Agreement;