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.
Note: SLAs will not apply to tickets that are solved upon creation. The Solved status satisfies SLAs and will prevent policies from activating.
For more information, see the article: Viewing and understanding SLA targets.
Are there any other potential reasons? The lack of SLA badges in New tickets in our case is endemic, and yet these tickets do not have an agent as a requester, and a trigger has set the priority to normal.
Despite this, 50% of tickets do not receive an SLA badge.
If the SLA is still not showing on your tickets, you may contact our Customer Support to take a deeper look.
Please sign in to leave a comment.