Why aren't SLA badges or targets appearing?

Question

I created SLA policies for my tickets, but I don't see an SLA badge or my SLA target. What is going wrong?

Answer

An array of different causes could cause an SLA badge not to appear. See some examples of the most common reasons below :

The ticket does not have a priority set. SLAs are based on ticket priority and require that a priority is set to know what time to use for the countdown.

Many SLA targets do not work on tickets where the agent is the requester.

The ticket does not have an active target applied.

The ticket response is private comments, private comments do not activate reply targets.

The SLA target was met before the SLA policy was applied, so the SLA target does not appear.

Note: SLAs don't apply to tickets that are solved upon creation. The solved status satisfies SLAs and will prevent policies from activating. For live chat, admins can also set up First and Next reply time SLAs.

For more information, see the article: Viewing and understanding SLA targets.