Checklist for SLA Targets validation

If the SLA Target is not applied on the tickets, then here is a checklist for the Administrator to validate the configuration.

SLA target is not applying on the ticket even after configuring it correctly.

There are multiple reasons that would cause this issue. Refer to the below 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 Target.

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 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 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;