Hello experts,
We have a business requirment to allow HR case's SLA to be extended in some cases.
Therefore we created a mechanizam which is creating a new SLA measurment and cancel the previous one.
The issue is that the OOTB "SLA" field (percetange) is not updated automatically when a new measurment is created, so the customer claims they still see the previous SLA % (most of the time breached).
Moreover, I've found this field is updated throght those 6 OOTB schedules:
I've tried to update the Case SLA % directly from the Business rule which is creating the new measurment but I think it was override by another task sla business rule.
Did someone implement such or similar solution?
Thanks,
Tomer
