Issues with SLA - Priorties not following the SLA

[chriscorcoran]

I have setup a service level agreement, creaed all my new priorties, set the service to use the new agreement and added all the rules etc. When I log a call against the service it logs with the correct prirotiy but it doesnt pull theservice level agreement in so I dont see the reponse and resolution times in the ticket, any idea what I'm doing wrong. Its been a while since I adjusted these. We are using the new SLA system and other services are fine.

[Adrian Simpkins]

Hi Chris, I presume you have the timer start nodes for Response /  Resolution set in the BPM to trigger after setting the priority? Only thing I could think of off hand that might be missing

Thanks

[chriscorcoran]

thanks @Adrian Simpkins yeap, the service was getting its SLA's from another level agreement, I have just moved it to a new one.

 

[chriscorcoran]

I had forgot to add the SLA to a calendar under the SLA 'manage rules' section...doh!

[Adrian Simpkins]

Ah great glad you found it, its always the tiny configuration I find that is missing !