Notifications

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Issue

Symptoms


SLAs are not getting attached to new Incidents created even when the SLA definitions seem relevant and the relative conditions satisfied.

Cause


Incidents are being created new, but with State already set to Resolved, which invalidates the SLA condition and eventually does not trigger any SLA.

Resolution


Once a new Incident form is opened, make sure to first switch the State to any value other than Resolved, Closed, or Cancelled. 

Additional Information


SLA conditions

SLA condition rules

Create an SLA definition

Article Information

Last Updated:2019-08-02 20:44:54
Published:2019-05-17