SLA Not working

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Hi,

I am trying to setup my service module where I am able to create case through email and even the service routing and escalation is working fine, I created one SLA agreement where is has 3 Items which will trigger based on the condition

1) if case priority is High

2) if case priority is Normal

3)if case priority is Low

in all the situations it should send an email to the support manager if it fails.

I have activated the SLA however, it is not working or sending an email if it fails. there is no error under job, it's just not running the process.Kindly need urgent help.

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Chadi Tannous 1,039 on at

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did you set the sla as default ?

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Alex Fun Wei Jie 33,628 on at

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Hi Ankur,

Would be good if you can provide the some screenshot of your SLA setting, and the testing records.

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Community Member on at

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No I have not,Is this mandatoy to set the SLA as Default?

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Community Member on at

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SLA-

SLA Details for High-

SLA Details Normal-

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Alex Fun Wei Jie 33,628 on at

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Hi Ankur,

Now please proceed to check is the priority field in your record contain value? if yes, is the SLA get selected? if No, the you can consider to set the SLA as default, so the system will help you to select when record is created.

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Community Member on at

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Hi Fun Wei Jie and Chadi Tannous,

Thanks for your help. once I set the SLA to default it's working fine.

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