Response SLA not getting attached to Incident.

[Ayshee Chattopa]

Hi All,

I have a requirement where I need to attach my Response SLA to incidents when State = 'New' or State = 'In Progress'.

Below is my SLA definition:

      

However, it is not getting attached as expected. Can anyone please help me on this.

Thanks,

Ayshee

[Andrew_TND]

Hi

Can you show me the the top of the SLA definition? Everything in your criteria looks fine so far...

[Ayshee Chattopa]

Here is the top of my SLA defination :

Thanks,

Ayshee

[Andrew_TND]

Do you have an out of the box "Target" Field? This is what could be missing it should contain Resolution or Response. Try adding that and re-processing, other than that there's no reason it shouldn't work. 

[Tommy SN Sahlin]

Hi Andrew,

The "Target" field is purely informational, there isn't any functionality tied to it.

cheers  /Tommy