Why was no SLA instance applied to the incident when the incident matched the SLA business rule?
Oracle Service Cloud (OSvC), Business Rules, SLA
The expected SLA (Service Level Agreement) instance was not associated to the incident even though the incident hit the SLA rule, as we confirmed by seeing the rule listed in the rules log.
In order to have an SLA instance applied to an incident when using business rules, certain requirements must be met:
- When using SLA instances on contacts, instead of organizations, then the contact must first have the SLA associated with it so that an instance of that SLA can be applied to the incident. There is an exception to this listed below.
- The business rule has an option to select the box for "Create instance if one does not exist" next to the "Apply SLA" action. This allows an instance of the SLA to be applied to the contact of the incident if one does not currently exist.
- View the SLA you are expecting to be used in order to confirm the allowed number of incidents. Navigate to Service -> Service Level Agreement -> Service Level Agreement. Be aware that if a 0 is entered into the Incident field than that type of incident would never have an SLA instance associated with it. Explanation of all setup fields for a SLA: Answer ID 1837: Setting up service level agreements (SLAs)
For additional information, refer to the Applying SLAs and Crediting Incidents to SLAs section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.