Like many Zendesk Apps the SLA Assistant Sidebar App makes use of information held in ticket fields.
This being the case it is necessary to ensure all information required by the SLA Assistant is available on the page by including the fields within all Ticket Forms used as part of your SLA Management process.
If any fields are missing then the information won't be displayed in the SLA Assistant and depending upon the importance of the information, the SLA Assistant might not appear in the Ticket Form.
*Note: Ticket Forms might not be available as part of your Zendesk subscription plan level, or you might have opted not to switch on this feature. If so then all ticket fields will be available for use by the SLA Assistant Sidebar App.
However, unless your SLA solution has been configured otherwise (see Hiding and Displaying SLA Ticket Fields below), all SLA Ticket fields will be hidden and unavailable for use in all Ticket Forms.
SLA Ticket Fields required in your Ticket Forms
Ticket Forms might not be available as part of your Zendesk subscription plan level, or you might have opted not to switch on this feature.
However, if the are in use then the following ticket fields must be included in all ticket forms for use by the SLA Assistant sidebar App:
- SLA3 SLA - the SLA Plan assigned to the ticket
- SLA3 LifeCycle State - determines the status of the ticket within the SLA Management workflow
If ticket forms are not in use than all ticket fields will always be available for use in the SLA Assistant sidebar App.