how does SLA Commitment & SLA Result work

[vivian08081]

Dears

Does anyone can help to explain how dose the SLA commitment and SLA result worked?

Here's my task SLA table

And my commitment define

As my understand, there should be displayed as do not achieve the target, but all the results are meet the 100% target.

[HarshTimes]

Hi Wei

In your SLA definition check which field is set for Set start to field.It seems that this field is set as the created date of the task. Check your SLA definition and below link. I am sure you will be able to resolve your query

Create an SLA definition

Regards,

Harsh

[vivian08081]

Thank you harshtimes,

I couldn't find how to set start to field. There's a start time in SLA Result table, but as my understand, this table is calculated automatically.   Could you give me a screen shot?

But there's another related question.

There's some records displayed do not archieve the target.

But in the SLA home page, it displayed as all are 100%

Do you know why?

[HarshTimes · Accepted solution]

Hi Wei

Go to the SLA definition and open your SLA record. As per screenshot your SLA is "assign within 2 mins".Open this record.

Check the SLA conditions and also check if the retroactive start checkbox is checked or not.If this is checked then set Start to field is visible. See the attached screenshot.

Also, Send your screenshot of the sla definition .

[vivian08081]

Hello Harshtimes,

Have you ever met the following issue? If Yes, could you give some solution to this?

Service Offering SLA couldn't attached to Ticket but Contract SLA did