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Custom priority not showing correct SLA

Mark Priest

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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 






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