Mark Priest Posted August 11, 2022 Posted August 11, 2022 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 i take it I may have missed something setting up the SLA but any advice would be appreciated thanks
Steve Giller Posted August 11, 2022 Posted August 11, 2022 With the information above it's difficult to comment on what may be happening. I would suggest reviewing the Service Level Rules Builder wiki page (and any related pages you're not familiar with) and if that doesn't answer your questions post back here.
Mark Priest Posted August 12, 2022 Author Posted August 12, 2022 Hi Steve Yep that sorted I hadn't set the rule up correctly Doh!
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