I've defined an SLA like so – but it does not work. It's as if it was somehow not "published" (or not active) – we cannot see the new SLA on tickets.
How can we debug SLAs?
You need to have at least one target, otherwise the SLA has nothing to count down.
If you are looking for a response SLA, the inbuilt Time to first response is a good example. If you are looking for an SLA which tracks only the time it is with an Agent, I suggest having statuses which represent when it is waiting on customer, and pause the SLA during this time. You can use automation to help ensure that the correct status is set based on the customers actions (e.g. when they comment).
I hope this helps,
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