Record Producer is creating the incident, but the incident SLA is not being triggered

Robin Chadwick1 · ‎10-20-2020

We have a record producer in our Service Poral called "Report an Issue". When the record is submitted in the portal, it creates the incident record with all the data elements that are required to trigger the SLA record. However, the SLA record is not triggered unless an update or save is triggered.

How do I get the SLA record to be triggered when incident record is created?

Robin Chadwick1 · ‎10-26-2020

You were partially correct. The issue was with the Assignment Group Parent. This is a custom field that had to be added to the incident form because you can't trigger SLA's by dot walking to parent fields. The Assignment Group Parent field was not present on the portal form and thus not being populated when the record producer created the incident.

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SanjivMeher · ‎10-26-2020

Awesome. Could you please my responses helpful if it helped you?

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