Response SLA does not attach to case reocrd on production instance after meeting the conditions.
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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.
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.
3. SLA definition
Can someone please guide me here
Thanks
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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.
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07-23-2023 09:16 PM