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 · Accepted solution]

Hi @Manisha30,

Can you update the Stop condition specifically around the state values to and 'AND' and not an 'OR'...

State is not Draft AND is not Ready (Rather than the currently configured 'or')

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Thanks, Robbie

[Mark Manders]

Your stop condition only looks at the assigned to and because that is not empty, your SLA condition does not get attached.

The reason it is not looking at your state-field, is the 'OR' condition. An 'OR' on 'IS NOT' will always return true:
- state = draft --> true, because it is not ready

- state = ready --> true, because it is not draft

- state = new --> true, because it is not ready (or draft)

Adjust your condition to ' state is not draft AND state is not ready'  or use state IS conditions.
If you change it to that, you will get a 'new' record to attach the SLA even if 'assigned to'  is not empty.

[Robbie]

Hi @Manisha30,

Can you confirm which table the SLA's are against. You mention 'Cases'. Using CSM (Customer Service Management) cases as an example, if a cases has an 'Assigned to' is the state set to Open rather than 'New'? Do you have any Business Rules or Logic setting the state based on Assigned to, thus changing the variables in play on the SLA Definition?

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Thanks, Robbie

[AndersBGS]

Hi @Manisha30 ,

Can you please share a snip of your SLA configuration? Then it will be much easier to help you. Also, as @Robbie have already asked. The HR case that should trigger the SLA condition, have you verified that this is on the same table? 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[Manisha30]

HI @AndersBGS ,

Please find the above snippet of SLA configuration.

Thanks,

Manisha