Contract SLA Not Triggered

Lee Tian Hau
Kilo Contributor

‎11-10-2019 06:08 PM

Hi, 

I have created 1 service contract called Service Contract A; The 'Process non-contractual SLAs' field is set to FALSE as we only want to trigger the SLAs that belong to the contract. Within the contract, I attached 3 contract SLAs (P1-SLA, P2-SLA, P3-SLA). 

When we create a new case with Service Contract A is selected and priority is P1, the P1-SLA SLA task should be triggered. However, none of the SLA tasks were triggered even if we changed the priority. 

This scenario works perfectly fine on other instances, but only not on this production instance (cloned from dev and upgraded to New York). 

Are we missing something as we were sure there are no major differences between the production and dev instance, yet the dev works fine, not the production. 

 

Need some insight on this, thanks. 

 

Snapshot 1: P1-SLA belongs to Service Contract A; Condition to start: priority is P1, state is In Progress

find_real_file.png

Snapshot 2: Task SLA is not triggered when Service Contract A is selected at the case and priority is P1 and state is already In Progress

find_real_file.png

Snapshot 3: Process non-contractual SLAs is set to falsefind_real_file.png

 

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Giles Lewis
Giga Guru

‎11-10-2019 06:29 PM

If you are seeing differences between versions then I would recommend you open a HI ticket.

We had an issue when we upgraded from Jakarta to Madrid (big jump) because we did not have the "Process non-contractual SLA" checked for our SLAs. In Jakarta it made no difference but in Madrid it did make a difference.

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