If a ticket is unassigned, routed to the wrong queue or missing an SLA, check the service configuration before changing the ticket manually.
Assignment troubleshooting
- Confirm the category and sub-category on the ticket are correct.
- Confirm the requester location is correct on the user profile.
- Check whether the matching assignment rule is active and set to automatic or manual as intended.
- Confirm the target engineer is active, has the right Infra role and supports that location or category.
SLA troubleshooting
- Confirm the ticket priority is correct.
- Check for an active SLA rule covering the category and sub-category.
- Review response and resolution minutes in the matched rule.
- Confirm that the status accurately reflects whether the ticket is actively being worked or waiting.