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Outstanding Contributor.. Outstanding Contributor..
Outstanding Contributor..
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SLA condition not working

Hi Team,

I am trying to configure new SLA for particular category its not working. I am using below conditions:

priority.code in $L.file="1" and category in $L.file="Mal GS"

Other one based on affected item

priority.code in $L.file="1" and category in $L.file="Mal GS" and affected.time in $L.file ="General Services"

Kindly advice!

Best Regards,
Tom
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7 Replies
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Knowledge Partner
Knowledge Partner

Re: SLA condition not working

Hello Tom,

You should provide more details about your problem and current environment. Are you talking about SLA or SLO/SLT?

It'll be better if you provide the steps that you did.

As soon you answer, I'll try to help you.

Best Regards

Breno Abreu

Regards,
Breno Abreu

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Outstanding Contributor.. Outstanding Contributor..
Outstanding Contributor..

Re: SLA condition not working

SLA.JPG

Best Regards,
Tom
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Outstanding Contributor.. Outstanding Contributor..
Outstanding Contributor..

Re: SLA condition not working

I have created new company record and try to apply SLA, Its not working.

Any one can help me

Best Regards,
Tom
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Absent Member.
Absent Member.

Re: SLA condition not working

Hi,

Does SLO record appear once you update incident ?  Try to update it and wait 2-3 mis and check whether SLO is generated.

Best Regards

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Established Member..
Established Member..

Re: SLA condition not working

I will suggest:

1. Change the slo condition to true and check whether the sloresponse data is created. if yes. than double check your condition.

   If not, that means the sla is not the selected sla by system.

2. You can check the table: slacontrol. set your sla as default sla, then it should be selected by system.

3. Also can check whether your sla is expired or not.

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Outstanding Contributor.. Outstanding Contributor..
Outstanding Contributor..

Re: SLA condition not working

I have multiple companies, How i can create different SLA for each company.

Note: We are not using multi tenancy.

Best Regards,
Tom
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Knowledge Partner
Knowledge Partner

Re: SLA condition not working

Did you attached the SLO record in the SLA and set the SLA on Company record?

Provide the print for SLA, Company and SLO inside SLA.

Regards,

Breno Abreu

Regards,
Breno Abreu

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