I created SLA policies for my tickets, but I don't see an SLA badge. What is going wrong?
There is an array of different causes that could cause an SLA badge to not appear. See some examples of the most common reasons below :
- The ticket does not have a priority set. SLAs are based on ticket priority and require that a priority is set in order to know what time to use for the countdown.
- Many SLA targets do not work on tickets where the agent is the requester.
- The ticket does not have an active target applied.
- The ticket response is private comments, private comments do not activate reply targets.
For more information, see the article: Viewing and understanding SLA targets.