HR Cases SLA Incorrectly getting calculated

Johnson7s
Tera Contributor

‎06-23-2025 04:42 AM

Hello Team,

 

We are encountering issue related to SLA for HR Cases wherein SLA are being calculated on 24 hours slot even thou condition are defined as per Manager schedule., etc. Can anyone please Suggest us what could be the possible issues which causing wrong calculation of SLA on Some of the cases alone.

 

Please find the attachments for your reference.  

1, 

Johnson7s_0-1750678731287.png

2, 

Johnson7s_1-1750678795371.png

3,

Johnson7s_2-1750678836830.png

 

4,

Johnson7s_3-1750678860112.png

 

Thanks

Yoanna. J

 

 

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3 REPLIES 3

J Siva
Tera Sage

‎06-23-2025 04:52 AM

Hi @Johnson7s 
Please check the schedule linked to the 'Assignment Group Manager Schedule' field.
Regards,
Siva

Johnson7s
Tera Contributor
In response to J Siva

‎06-23-2025 05:23 AM

Hello @J Siva ,

 

Thank you for your Immediate reply we got update seems schedule was missing due to which issue occurred. 

 

Thanks,

Johnson

 

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J Siva
Tera Sage
In response to Johnson7s

‎06-23-2025 05:32 AM

@Johnson7s Glad it helped.

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