SLA Due & the Made SLA fields in the Incident form for SLA are not correctly populating Why?

VIKASM535239375
Kilo Sage

3 weeks ago

 

SLA Due & the Made SLA  fields in the Incident form / module pertaining to the P1, P2, P3, P4 priorities SLA , since, those fields are not populating with the appropriate results

0 Helpfuls
  • 392 Views
1 REPLY 1

Matthew_13
Mega Sage

3 weeks ago

Hi Buddy,

 Those fields are empty because the Resolution SLA is either not attaching, not running, or not finished yet.

SLA Due only fills in when a Resolution SLA actually attaches to the Incident and starts running. If it’s blank, check that the SLA conditions really match Incidents with P1–P4, that the start condition is being met, and that the ticket isn’t immediately paused. Also check the Task SLAs related list—if there’s no Resolution SLA there, the field will never populate.

Made SLA is only set after the Incident is resolved or closed. It will stay blank the entire time the ticket is open. Once it closes, it flips to true or false based on whether the SLA breached.

In simple terms: no attached SLA means no SLA Due, and no closed ticket means no Made SLA.

 

@VIKASM535239375  - Please mark Accepted Solution and Thumbs Up if you found Helpful!

MJG
0 Helpfuls