Sla issue with cancel condition

[billy7]

The issue is the following: An SLA is not created when a ticket is created.

I read a lot of articles with the posibilities for an SLA not getting created.

I checked the conditions are not colliding or making sense. The only way I was able to make it work is by setting the cancel condition to : never cancel. 

It doesn't matter what condition I set to cancel, it will not work. for instance, if I only make the cancel condition with active false, it will still not work. the sla will still not get created. so if the cancel condition is not set to never cancel , the sla will never get created.

How would you continue debugging? or how would you debug it? any thoughts on this? Thanks in advanced

[AndersBGS]

Hi @billy7 ,

To be able to help you, can you please share a a snip of your SLA definitions. Both Start, Pause, Stop and reset conditions together with the overall SLA definition. Furthermore, I would go through contract_sla.config and incident.config (anticipate that it's incident SLA that is not working) and compare with an environment where SLA is working e.g., your PDI instance. 

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

Best regards

Anders

[billy7]

I leave the snippets here:

[AndersBGS]

Hi @billy7 ,

Thank you - Please also share the overall SLA definitions (The one above the shared sections). 

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

Best regards

Anders

[billy7]