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??

[vidhya_mouli · Accepted solution]

Found the issue. We have 2 fields Contract (account) and Contract (contract). When we fill the account it should automatically populate contract field OOTB. But this was not happening when we insert the case through RP. So in the RP script, manually updated the contract field which triggered the SLA.