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SLA due dates issue

Accepted answer
edited Sep 11, 2019 4:29PM in Agent Desktop 8 comments


SLA due dates are not populating automatically


Hi ,

I am working on setting up SLA part and new to Service Cloud. I am facing issue in Incident work space. I create an Incident for Contact whose SLA Instance will LOW,NORMAL,HIGH, URGENT.  Default will be NORMAL when Incident created.Later I change SLA from NORMAL to URGENT. Info button in the ribbon showing  No values in the respective columns.

If I don't give Initial response with in an hour in SLA Incident Milestone report it should show me RED flag. 

I saw Initial Response Date and time is blank.


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