SLA Tasks (response and resolution) not getting attached to one particular record in sc_task table

[chatsaurav19]

Hi All,

Can someone please help me understand why SLAs are not getting attached for one particular 'Request Type/Request Sub-Type' of a Catalog Item but is working for the rest?

Pl Note: The SLA for those choices are already been defined in SLA module but still not getting attached.

Thanks and Regards,

Saurabh Chatterjee

[AndersBGS]

Hi @chatsaurav19 ,

To help you get to a solution, please share how your SLA is configured for the different conditions. Then it will be much easier to help you.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[chatsaurav19]

Sure @AndersBGS , 

Please find below:::

Thanks and Regards,

Saurabh Chatterjee

[AndersBGS]

Hi @chatsaurav19 ,

Ok, and have you verified the start conditions in relation to the single request type that is not getting started? Have you verified that the variables in the start condition is exactly the one utilized on the request item. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[chatsaurav19]

I actually had to twist the variable condition from 'is' to 'is not one of' and it worked. Seemed weird but it worked. Thank @AndersBGS for all the help!