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

[AndersBGS]

Hi @Manisha30 ,

Is any SLA for the specified table triggered? If yes, have you identified the difference for cases triggering SLAs and cases not triggering SLAs? 

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

Best regards

Anders 

[Mark Manders]

Also check on your stop conditions. If the stop condition of an SLA definition is true the moment it should be attached, it won't be attached, even though the start condition says it's true.

Example: if your stop condition is 'state is not new' and your start condition would be 'category = hardware and priority = 1', it will not trigger for a P1 ticket with category = hardware, if that ticket is opened on 'in progress'. Simply because the stop condition also evaluates to true.