Time to First Response - SLA timer not ticking down

[James Keenan]

Hey everyone.

I have setting up a new service desk and want to set up and SLA that ensures issues raised by customers get a response in an acceptable time period based on the priority.

I have set a single SLA up for now that says highest priority tickets should get a response within 12 hours. (See attached) The timer should start once the issue has been created.

This seems to be in place but the timer is not ticking down when you view the queue (See attached) Any ideas?

I sent a ticket from another email address to see if me raising tickets for myself as part of a test was the issue but the timer still just sits at 12h.

Many thanks for the help in advance.

[James Keenan]

Solved. I realised I was actually posting this outside of the 9-5 time frame so the clock wouldnt have started. :)