Response SLA does not attach to case reocrd on production instance after meeting the conditions.

Vaishnavi22
Tera Contributor

‎07-23-2023 08:26 PM

Hi,

I've replicated OOTB Incident SLAs for case table and they are working correctly on developer instance. But on production instance no response SLA is getting attached.

 

1. According to the conditions, If I create a case with priority 1 with assignment group populated, Response and resolution SLA should be attached. but in this case only resolution is getting attached.

Vaishnavi22_0-1690168899606.png

Vaishnavi22_1-1690168970828.png

 

 

2. Then when I try to change the priority of same case, ideally new response and resolution SLAs should get attached and older ones should be cancelled. In this case All the SLA remain In progress.

Vaishnavi22_2-1690169006304.pngVaishnavi22_3-1690169019579.png

3. SLA definition

Vaishnavi22_4-1690169103881.pngVaishnavi22_5-1690169123433.png

 

 

Can someone please guide me here

 

 

Thanks

0 Helpfuls
  • 390 Views
2 REPLIES 2

Tony Chatfield1
Kilo Patron

‎07-23-2023 08:47 PM

Hi, using the OOB sla engine, an SLA will not be attached to a task if it's stop or cancel conditions are met at same time as start conditions are met. It is difficult to evaluate your sla definition or task details from partial screenshots, but would suspect that this is the underlying cause of your issue.

0 Helpfuls

Vaishnavi22
Tera Contributor
In response to Tony Chatfield1

‎07-23-2023 09:16 PM

Vaishnavi22_0-1690172134193.pngVaishnavi22_1-1690172151874.pngVaishnavi22_2-1690172168686.pngVaishnavi22_3-1690172178941.png

 

0 Helpfuls