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No SLA Instance options available for incidents created via survey flows
Answer ID 6614   |   Last Review Date 09/16/2019

Why does the SLA Instance drop down on an incident contain only 'No Value' despite the contact and organization having correct SLAs?

Environment:

Workspaces / Incidents / SLAs

Resolution:

When an incident is created, it does not automatically inherit the SLA(s) assigned to the contact and/or organization record associated to the incident.  Rather, unless the incident hits a rule that assigns an SLA Instance to it, the "SLA Instance" field contains "No Value".  

However, the "SLA Instance" field of these incidents does contain available SLA options in the "SLA Instance" drop-down menu and the available options are those SLA's assigned to the contact and/or organization record associated to the incident.  This behavior is the intended functionality and works correctly for incidents created via most sources (i.e. Incident Console or "Ask a Question").  

For incidents created via a "Survey Flow Action", on the other hand, no SLA options are available in the "SLA Instance" drop-down menu despite the contact and/or organization record associated to the incident having an SLA applied.  Create a business rule to assign the necessary SLA Instance to incoming incidents of Survey Flow source.


Should you wish to submit an enhancement request regarding this behavior, you can post that to the Oracle Cloud Customer Connect Idea Lab.  See Answer ID 542: Enhancement requests review and evaluation for more information.

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