Mark (ESC) Posted February 12, 2021 Share Posted February 12, 2021 I have followed the guidance from Corporate Service Level Agreements - Hornbill but SLA do not seem to be applying to incoming tickets. Issue seems to be the following Linked Services When a Corporate Service Level Agreement is first created it will not be available to be used until it is associated to one or more of the Services you offer. In order to associate it to a Service, visit a Service record > SLA's tab > and use the Link button to associate the Corporate SLA. Once the Corporate SLA is associated to one or more Services, you will be able to see which Services it is linked to from this tab. Image below says it is linked. Simple rules to apply a SLA to an incoming ticket are in place. but SLA is not applying to new tickets Thanks in advance. Link to comment Share on other sites More sharing options...
Victor Posted February 12, 2021 Share Posted February 12, 2021 @Mark (ESC) have you configured Service Levels for the SLA? If so can you show them? They will also need rules, the Service Levels, have you defined them? Same, can we have a look? Could be that the request is not matching any rule, thus not associating any SLA/SL... 1 Link to comment Share on other sites More sharing options...
Mark (ESC) Posted February 12, 2021 Author Share Posted February 12, 2021 @Victor Bascially copied the guidance from Corporate Service Level Agreements - Hornbill Service Levels below. Rules populated SLA for Low Rule, which I have kept very simple. Link to comment Share on other sites More sharing options...
Victor Posted February 12, 2021 Share Posted February 12, 2021 @Mark (ESC) seems ok Do you start the timers in the request workflow? Link to comment Share on other sites More sharing options...
Mark (ESC) Posted February 12, 2021 Author Share Posted February 12, 2021 @Victor That will most likely be the issue, start and end fix timers. Can you let me know which node that function come under from the list below. Very grateful for your time on this... and found it under HornBill automation, which seems reasonable. Just need to work into into the workflow now. Link to comment Share on other sites More sharing options...
Victor Posted February 12, 2021 Share Posted February 12, 2021 @Mark (ESC) glad to hear it worked out Sorry for late reply, so many things to do, so little time 1 Link to comment Share on other sites More sharing options...
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