SLA Null for some tickets with the same details

[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

[root]

Hi,

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

- Roy