Highlighted
Super Contributor.
Super Contributor.
398 views

SLA is not getting attached for Interaction

Jump to solution

Hi,
We have SM 9.51 with MSSQL DB.
We want to apply below SLA for interaction ticket:
1) Response (30 minutes) SLA when ticket is getting Opened till ticket is in "Acknowledged" status.
2) Resolution (4 hours) SLA when ticket is getting "Resolved" from "Acknowledged" status.

Have created Service Level Agreements under which 2 Process Targets (SLT) attached.
And Service Level Agreements attached to Company. Attached screenshots of configuration of the same.

All users are having this company mapped.

Now post configuration of SLA, when new interaction ticket is getting raised from ESS or non-ESS users, SLA are not getting attached/no SLT availlable under interaction tickets.

Unable to understand where is the gap. 

Pls help to give suggestions if anyboody faced similar issue.

0 Likes
1 Solution

Accepted Solutions
Highlighted
Super Contributor.
Super Contributor.

Re: SLA is not getting attached for Interaction

Jump to solution

Issue is solved.

Changed default SLA under Edit Control to custom SLA agreement ID.

View solution in original post

0 Likes
1 Reply
Highlighted
Super Contributor.
Super Contributor.

Re: SLA is not getting attached for Interaction

Jump to solution

Issue is solved.

Changed default SLA under Edit Control to custom SLA agreement ID.

View solution in original post

0 Likes
The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.