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Support Article

SLA rules are not getting triggered in the application



We are facing issues with SLA rules in the application. The SLAs were not getting triggered at the configured time in the SLA rule. This issue was occuring in all the environments.

Error Messages

Not Applicable

Steps to Reproduce

Run the Tracer

Root Cause

The root cause of this problem is SLA rule had Initial Urgency set as Blank.


This issue was resolved after setting value of Initial Urgency of SLA rule to any numeric value.

Published January 31, 2016 - Updated October 8, 2020

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