Response SLA not triggered for the cases

[Manisha30]

HI All,

We encountered an issue where the response SLA is not triggering for few of the cases, even the cases are satisfying the conditions of the response SLA.

Can someone provide your inputs here on what could be the reason for not triggering the SLA?

Thanks in Advance!!!
Manisha

[Robbie]

Hi @Manisha30,

Have you confirmed the SLA is configured for the correct/expected table and not the parent 'sn_hr_core_case' table for example.

Typically, if the SLA is configured against the correct/expected table, I would strip back the configuration or any complexity you may have simply to check the SLA is firing - Eg: Configure it so it fires on creation or the first state for example Then, once confirmed, start to add in any criteria and conditions.

so it fires on creation or the first state for example To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Manisha30]

HI @Robbie ,

Yes, the SLA is configured on the expected table.

It had triggered for few cases but not for all, even if the conditions are satisfying.

Thanks,

Manisha

[Stefan Reichelt]

Could you identify any difference between those Cases, particularly on XML level? For example, how does the "Member Firm" field look like? Is it a reference field, potentially with multiple entries for the "GB" firm (which you could only see if you compared the sys_id)?

[Robbie]

Hi @Manisha30,

As @Stefan Reichelt has pointed out, are you able to identify any differences between the cases. It seems very strange to be firing in some use cases, and not with others.

@Stefan Reicheltagain has suggested a good way to check the differences by checking the XML of each record. To do this, open the record and simply right click at the top of the form and click on 'Show XML'.

Specifically you need to check the fields which relate to your conditions.

I'd also reiterate my original suggestion which is to strip back any complexity in the conditions. Can you remove the 'Member Firm = GB' condition and only fire when 'Active is true. - Why do I suggest this: it's so we can get consistency to check what is causing the intermittent behaviour. 99 times out of 100, it is data related.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie