SLA Null for some tickets with the same details

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iclaude
Znuny newbie
Posts: 97
Joined: 31 Mar 2016, 10:30
Znuny Version: OTRS 6.0.30
Real Name: Claude Chelene

SLA Null for some tickets with the same details

Post by iclaude »

Greetings,

I am noticing that some tickets with the same Service, State, Queue are missing the SLA.

Example 1: The Correct form, is displaying the SLA.

State: 1- Por Tratar
Queue: GMI-USO
Service: Incidente::2. Equipamento::2.1. Desktop e Laptop::2.1.1. Anomalia/Avaria do Equipamento
SLA: 180 min = 3 Horas
Example1.jpg
Example 2: SLA is not being displayed.

State: 1- Por Tratar
Queue: GMI-USO
Service: Incidente::2. Equipamento::2.1. Desktop e Laptop::2.1.1. Anomalia/Avaria do Equipamento
Example2.jpg
-
The state 1- Por Tratar has the type OPEN.


Regards
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OTRS 6
root
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Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
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Re: SLA Null for some tickets with the same details

Post by root »

Hi,

Maybe there is no SLA assigned? This is not done automatically by default.

- Roy
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