Response SLA not triggered for the cases

[Manisha30]

HI All,

We encountered an issue where the response SLA is not triggering for few of the cases, even the cases are satisfying the conditions of the response SLA.

Can someone provide your inputs here on what could be the reason for not triggering the SLA?

Thanks in Advance!!!
Manisha

[Manisha30]

Hi @Robbie , @AndersBGS , @Stefan Reichelt , @Mark Manders 

Identified the issue - if Assigned-to field is filled while creating the case itself, then Response SLA is not getting triggered.

But in Response SLA definition, there is no condition like that.

Could you please help on this?

Thanks,

Manisha

[Mark Manders]

Check on all of the conditions. If it's in the stop condition, for instance, it won't trigger, because it is supposed to stop.

To help you further, please share all of the conditions on your SLA definition. Not just the start, but everything (as was asked earlier). 

[Manisha30]

Hi @Mark Manders ,

Please find the SLA configuration, start and stop conditions 

Thanks,

Manisha

[Robbie]

Hi @Manisha30,

Based on the 'Stop condition' screen shot and the condition of 'Assigned to' is not empty...can you confirm when creating the record what state the case is in?

If it is NOT 'Draft' and is NOT 'Ready' (Eg for example it's a state of 'New') - the Stop condition will be met, which is why the SLA will not trigger because the Start and Stop conditions are met at the same time meaning it will not trigger as per @Mark Manders advice.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Manisha30]

Hi @Robbie ,

the case is in Ready state while creating.

Thanks,

Manisha