SLA Not Triggering

Troubleshoot issues with SLA timers not starting or calculating correctly.

SLA Not Starting

Symptoms

• Request shows no SLA deadline
• SLA indicator shows "N/A"
• Timer not counting

Common Causes

1. No priority assigned

   • SLA requires priority to determine tier

2. No SLA tier for priority

   • Priority not mapped to any tier

3. Working hours not configured

   • SLA can't calculate without working hours

4. Request status excludes SLA

   • Some statuses may pause or not trigger SLA

Diagnosis Steps

1. Check request has priority

   • Open request details
   • Verify priority is set

2. Check SLA configuration

   • Go to Settings > SLA Tiers
   • Verify tier exists for priority

3. Check working hours

   • Go to Settings > Working Hours
   • Confirm hours are configured

4. Check priority mapping

   • Go to Settings > Priority Mapping
   • Verify priority maps to tier

SLA Showing Wrong Time

Symptoms

• Deadline seems incorrect
• Time remaining doesn't match expectation
• SLA breached unexpectedly

Common Causes

1. Timezone mismatch

   • System and user timezone different

2. Working hours misconfigured

   • Wrong start/end times
   • Wrong days marked as working

3. Holiday not configured

   • Public holiday counted as working day

4. Weekend settings wrong

   • Tier includes/excludes weekends incorrectly

Diagnosis Steps

1. Verify timezone

   • Check Settings > General > Timezone
   • Compare with your local time

2. Review working hours

   • Settings > Working Hours
   • Verify correct times per day

3. Check holiday calendar

   • Settings > Holidays
   • Confirm holidays are entered

4. Review tier weekend settings

   • Edit the SLA tier
   • Check Saturday/Sunday inclusion

Example Calculation

If SLA seems wrong, manually calculate:

Request created: Friday 4 PM
Working hours: 9 AM - 6 PM
Resolution target: 8 hours
Weekend excluded for tier

Friday: 4 PM - 6 PM = 2 hours
Saturday: 0 hours (excluded)
Sunday: 0 hours (excluded)
Monday: 9 AM - 3 PM = 6 hours

Total: 8 hours
Due: Monday 3 PM

SLA Not Pausing

Symptoms

• Timer continues when should pause
• "Pending" status not stopping SLA

Common Causes

1. Pause not configured for status

   • Status not set to pause SLA

2. Different pause rules

   • Your expectation vs. configuration

Diagnosis Steps

1. Check pause configuration

   • Settings > SLA Policies
   • Review which statuses pause SLA

2. Verify status is correct

   • Request actually in pause status?

SLA Notifications Not Sending

Symptoms

• No warning emails
• Missing breach alerts

Common Causes

1. Notifications disabled

   • SLA alerts turned off

2. Email issues

   • Spam filter
   • Wrong email address

3. Threshold not reached

   • Alert threshold not yet met

Diagnosis Steps

1. Check notification settings

   • Settings > Notifications
   • Verify SLA alerts enabled

2. Check email

   • Spam/junk folder
   • Correct email address

3. Review thresholds

   • What percentage triggers warning?
   • Has that threshold been reached?

Configuration Checklist

SLA Working Checklist

• Working hours configured
• Timezone set correctly
• SLA tiers created
• Priorities mapped to tiers
• Weekend settings correct
• Holidays entered
• Notifications enabled

Per-Request Checklist

• Request has priority
• Priority maps to tier
• Request status doesn't exclude SLA
• Request not manually paused

Quick Fixes

No SLA Showing

1. Set or change priority
2. SLA should recalculate
3. Refresh the page

Wrong Calculation

1. Review tier settings
2. Check working hours
3. Verify holidays
4. Adjust if needed (affects new requests)

Notifications Missing

1. Check spam folder
2. Enable notifications
3. Lower alert thresholds if needed

Escalation

If SLA issues persist after checking:

1. Document the specific issue
2. Note request ID and expected vs. actual
3. Include configuration screenshots
4. Contact DZDESK support

Related Topics

• SLA Management - SLA concepts
• SLA Policies - Configuration
• Working Hours - Time settings
• Weekend & Holiday Rules - Exclusions