I created SLA policies for my tickets, but I don't see an SLA badge. What is going wrong?
An array of different causes could cause an SLA badge not to 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 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.