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.

Issue :

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

Cause :

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. 

Resolution :

• In order to apply the SLA Target to the ticket matching condition of the ticket, 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.

• 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. 

 
               
 
 

Keywords: SLA; Service Level Agreement;