Re: SLA dates are not calculated when incident is created

Hello Kamil, thanks for your reply.

The notes you gave me are helpful,

I did use the guide you mentioned when configuring SLA's.

I also re-checked everything using Dolores' blog mentions in note 1913133.

The only thing I noticed that was not correct is that I used Holiday calendar in availability profile instead of Factory calendar.

But I have changed the calendar definition just now, I use USA factory calendar - it is valid till 2050.

However still the dates are blank when incident is first saved.

When I change Priority - it gets recalculated.

I setup response times this way: for example for Severity 1:

for each of the 4 priorities response times I set the same - as I do not want it to be different by priority, but rather by Severity, which is level2 in Categorization:

and this response profile is setup in categorization for level 2 - for this example for Severity 1:

I know the determination works as it finds the response and service profile when incident is first saved - shown in SLA assignment block.

But why dates are not calculated on the first save ?

Any further ideas ?

Thank you

Elena