SLA not showing for few tickets under Customer Portal

[Administrator]

Hi,

We are facing some issues with SLA on the Customer portal, it is applicable for few tickets alone. May I know how can I make it as visible the one which is missing under the customer portal?

[Jack Brickey]

@Administrator Aim a bit confused here. Are you saying that your SLAs are actually showing on the Portal? To the best of my knowledge that isn’t possible. Of course cloud changes nightly so maybe I’m not there yet. I would like to see a screenshot of what you are seeing and, as Krister suggested, please provide a screenshot of your SLA goals/rules. I suspect some issues are following thru the rules resulting in no SLA but just a quest at this point.

[Administrator]

Hi, 

Hereby I have attached the screenshot of the SLA screen, Agent View and Customer Portal as well.

Kindly check and do the needful.

[Administrator]

Any updates???

[Jack Brickey]

I guess my question remains whether you are seeing SLAs on the portal or not. The first image is from the portal and is what I would expect to see. The second is from the JSD application and is what I would expect. The third would tell me that if an issue is created that doesn't match any of your goals then there will be no SLA for those. Comparing your goals to the first image the Org matches CMA Ships but I'm unsure if priority is Severity 1 - Critical.

So back to my original question...

Are you having an issue w/ SLA showing on the "portal" or w/in the "JSD application" view?

[Administrator]

Hi,

SLA is showing in the Agent's view, not in the Customer Portal.

[Jack Brickey]

And that is how it is designed to work. Unless something has changed SLAs are not displayed in the portal. If you have an example of that not being the case I would be interested in seeing it so my understanding can be updated.

[Jack Brickey]

@Administrator , I would like to close with you on this. Do you have further questions or does my explanation make sense.

[Krister Broman [Advania]]

You need to clarify your issue, post the SLA rules you have issues with, post whats different about the issues that do not get an sla or something more for us to be able to assist you. 

If SLA is not showing that usually means that either a limitation exist tor it not to have SLAs or that the rules for posting it is not followed.

So start by going to your project settings > SLA and post the rules of whatever you have issue with. 

[Administrator]

Thanks for your response.

We have received almost 2500 tickets out of it 2498 tickets shows SLA in Customer portal apart from the remaining 2 tickets. We didn't make any changes in the SLA or Request Detailed View, Request Types and Automation.

Can you please clarify on the above??