Checklist for SLA Targets validation
Description:
If the SLA Target is not applied on the tickets, then here is a checklist for the Administrator to validate the configuration.
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- In order to apply the SLA Target to the ticket matching condition of the ticket, should must match the matching condition of the SLA target.
- If there is any condition configured in the "Don't apply this target if the state is" of the SLA 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 the 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.
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- Go to Job triggers and check if "Service Level Compliance Monitoring" is enabled or not. If not, click Enable to enable it for the SLA monitoring on the tickets.
TechId: TEC1030944
Keywords: SLA; Service Level Agreement;