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Custom priority not showing correct SLA


Mark Priest
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Hi 

 

I have SLAs set up that are : No SLA, Low, Medium, High, VIP

The business process is set to set the priority of a ticket based on the role. Therefore anyone classed as a VIP should get the VIP SLA. However this is not working and shows a NO SLA.  if I change it manually in the support ticket to something else then it picks up the right SLA 

 

I have attached screen shots 

image.png.030c5a3c7bf839395833f8e49cc5f4ff.png

 

image.png.174f943da81f929073e2e4e13a001e8b.png

image.png.f5a1e99714160343ac2f2dc2f3d998e4.png

i take it I may have missed something setting up the SLA but any advice would be appreciated 

 

thanks

 

 

 

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