Newly created Corporate Level SLA is not getting tagged properly into the ticket.

[Sahana. Shenoy]

Hi,

I have created a new Corporate Level SLA for a new Service and created the SLA targets as defined in this Link-https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/service-level-agreements.

But when I create a ticket, the SLA getting attached but without any Target Values. But when I manually chose the Service Level Agreement and Amend, then it reflects the Target Response and Resolution Values in the ticket.

Please help me to understand, am I missing anything as part of the Configuration?

Also, in the Workflow, when it reaches the Node of Mark Response Timer, it doesn't update the Response SLA nor throws any error.

 

 

I have then manually selected the P4 SLA and clicked on Amend.

 

After that, the Targets SLA's were reflecting in the ticket. But it is not happening Automatically.

 

 

 

 

[Victor]

28 minutes ago, Sahana. Shenoy said:

But when I create a ticket, the SLA getting attached but without any Target Values

Are you starting the timers in the workflow? You mentioned you have a "Mark Response Timer" node but do you have a "Start Response Timer"? Same for Fix timer?

[Sahana. Shenoy]

Hi @Victor, Yes Of course! I have initiated the nodes with both start Response and Start Resolution Nodes. 

[Victor]

Ok, do the Service Level rules match any service level when the timer is started? For example, if your rules select a SL based on request priority, does the request have a priority when the timer starts?

[Sahana. Shenoy]

Hi @Victor Thanks for the shout, that was the issue. I was keeping the start Response and Resolution timer node at initial phase, where as the ticket was updating with priority at later point. Now I have kept the Start Response and Start Resolution node after the Priority is been updated into the ticket. Now the SLA Target values are populating as expected.

Regards,

Sahana