Dear all
I have only one enhanced SLA and it is default for all cases, but in some cases, they don’t have any SLA attached to them, what can be the reason?
Thanks,
Hi,
if the case does not meet the setting of "applicable when" under the SLA item, then the SLA will not run.
As suggested above, check the criteria of the SLA and see if it is satisfied for that record. You can also manually select the SLA if you like.
Hope this helps.
thanks
the "Applicable when" is left empty, i assume this mean all cases.
in my situation, some cases have SLA attached to them, some are not.
You are right, if applicable when is empty, it applies to all conditions. So share your setting, lets take a look on that.
I haven't tried SLA as an empty Applicable when. Try adding a simple criteria i.e. created on contains data ad see if it works.
Hope this helps
thanks, please check screenshots below.
note: i just noted that "Is Default" was no , and i made it Yes, it might be the issue. although i was under the impression that if "Applicable to' is empty then it means it will be applied for all cases.
I've tried to make applicable when empty, it will apply to all the cases. Try to set the SLA as default again.
thanks, i did and i will do some tests. hope it works.
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