I’ve created several SLA policies based on Ticket meta data that is not working at all.
Nothing seems to happen after the expected first response or escalation time…
I’ve configured the Regional Settings as instructed, and there are triggers with same criteria on ticket creation that correctly fires…
Is there any place that I can check the logs for the SLA policies and if they are being fired or not?
Please assist
I apologise for the late answer. The issue is confirmed and a development team is working on it already.
I would like to draw your attention to the value of the "Target" field - it should be an integer. Of course, it doesn't cause the issue but it should be taken into account in future.
Please check if SPTimer service is up and running. If it is, please restart the service. Also, go to SharePoint Central Administration and check whether Plumsail - HelpDesk Check SLA job is enabled.
If the issue persists, please reproduce it, collect recent SharePoint logs and send them to the ticket #SP11046 that opened on this topic
The logs are usually located in this folder:
C:\Program files\Common Files\Microsoft Shared\Web Server Extensions\15\LOGS
or in this folder:
C:\Program files\Common Files\Microsoft Shared\Web Server Extensions\16\LOGS
We need logs for the last 2 hours. This will help us to understand the issue better.