Remove SLA

[rahulchhibb]

Hi.. we created a new assignment group (let's call that Cloud Team) but there should not be any SLA attached to that group. Additionally, there should be no SLA obligations for our queue, even if cases are transferred from another queue after a delay

I checked the SLAs box for cases closed under Cloud team it shows blank. For cases being transferred from other queues - do I need to create a separate SLA definition?? or I add a condition in an existing one by adding the cloud team assignment group?

Can someone please advise on this?

[Dr Atul G- LNG]

Hi @rahulchhibb 

If there’s no SLA, then the record won’t have an SLA attached. SLAs work based on trigger conditions—if those conditions are met, the SLA will be applied.

As you mentioned, you've already created the SLA. Now open the record and check the Repair SLA option. Try repairing the SLA to see if it gets attached.

Alternatively, remove the assignment group and add it again—this can sometimes help trigger the SLA attachment.