SLA Issues

[vidhya_mouli]

Hi people!

I have a weird SLA issue that we haven't been able to figure out.

If we submit a case through a record producer in the Business Portal. SLA's are not triggered.
If we submit a case through workspace, the SLAs are triggered!

If i change/update the case created through Business Portal. For example change the priority. Nothing happens.
If i change/update the case created through Workspace. For example change the priority. The old SLA is cancelled, and a new SLA is triggered (as it should be).

So the weird thing here is that cases created through the Business Portal is impossible to trigger SLAs on.
I stripped an SLA definition down to no starting conditions. So ANY case of that type created, should trigger det SLA on insert.

It works when creating the case through Workspace. But not through Business portal.

Any ideas??

[Jaspal Singh]

Hi Vidhya,

The business users might not have visiblity to SLA defintions. Can you check the Run As for the record producer or the flow once and ensure it is 'System Administrator'

[vidhya_mouli]

But I am creating this record as an admin. 

An admin when creates the record through portal, SLA is not triggered.

An admin when creates the record through WS, SLA is triggered.

[GlideFather]

ahoy @vidhya_mouli,

could you possibly share the SLA definition? It's difficult to advice anything without visibility on the configirations you made..

[Tanushree Maiti]

Hi @vidhya_mouli 

1. Check your SLA definition start condition, if possible share here . May be all required fields not getting populated in portal. 

Ensure that your Portal widget/record producer maps the end-user inputs directly to the same backend fields (like Priority) that are populated when an agent creates a case in Workspace

2. Validate if you have setWorkflow(false)  in your producer script

    or explicitly change it to current.setWorkflow(true) so the business rules fire and the SLA Engine attaches the SLA  and test