SLA configuration -URGENT

I am trying to create a new SLA for incidents for 24*7.

My SLO is as below:-

Condition:- category in $L.file="incident" and subcategory in $L.file="Hardware"

Type:- SLA

Service Area:- Incidents

From open to close.

I see that If I type category in $L.file="incident" in the condition, then the SLA gets picked up by any new IM.

But if I use full condition as mentioned earlier then the IM is not picking the SLA.


Please help.

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