I wonder if I'm misunderstanding how a ticket is prioritized.... I'm assuming if I only have one priority and one sla, any requests that come in for my one site should be assigned that priority and sla. Is that the case???
Priority for a request can be set in various ways (Business Rules, Priority Matrix, Manual process, Field & Form rules and it can be set in the request template too). Can you please send us the screenshots mentioned below,
1. Business Rules you have set up.
2. SLA configuration page.
3. Request details page (one to which SLA is not applied).
You can also find more information about Service Level Agreements and Business Rules from the below links,