Prior to 7.0, during SLA creation, Support Plan & Account fields appeared in the criteria section. These fields have been removed from the criteria section in the current design.
For SLAs to work in 7.0, if your SLA criteria list prior to 7.0 contained the fields Support Plan or Account, then they have to be removed from the already configured SLA criteria list and new criteria list needs to be created based on new design . Please read the explanation below :
