Why aren't SLA badges or targets appearing?

Question

I created SLA policies for my tickets, but I don't see an SLA badge or my SLA target. What is going wrong?

Answer

There are several reasons why an SLA badge may not appear, which are related to SLA targets and ticket details. See some examples of the most common reasons below:

• Many SLA targets don't work on tickets where the agent is the requester
• The ticket doesn't have an active target applied or the ticket doesn't meet the SLA policy's conditions
• The ticket doesn't have a priority set. SLAs require that a ticket has a priority set to know what time to use for the countdown.
• The ticket response is a private comment. Private comments don't activate reply targets.
• The ticket met the SLA target before the SLA policy was applied, so the SLA target doesn't appear

Note: SLAs don't apply to tickets that are solved upon creation. The solved status satisfies SLAs and prevents policies to apply. For live chat, admins can set up First and Next reply time SLAs.