SLAs not getting calculated for some HR cases despite SLAs being configured for the HR service

shwetasg23
Tera Contributor

2 hours ago

Hello
We have encountered an issue with SLAs not getting calculated for some HR cases getting created for General HR questions services.

The 7 day SLAs are configured to HR Employee Relations case (sn_hr_core_case_relations) table. We also checked that the General HR question (both HR service and Record Producer) is created on the same table. So for the HR cases created on HR Employee Relations case SLAs are getting calculated. However the highlighted HR cases are getting created on sn_hr_core_case table. As a result, SLAs are not getting calculated. Our problem is that why some HR cases are getting created on parent table instead of relations table and how can we resolve this issue? 

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VaishnaviK3009
Tera Guru

an hour ago

Hi @shwetasg23 !!

 

In HRSD, the case table is decided by the HR Service configuration.

Your SLA is configured on sn_hr_core_case_relations, so it works only when cases are created on that table. Some “General HR Question” cases are getting created on the parent table sn_hr_core_case, so the SLA is not triggering.

Please check:

  • The Case Table field on the HR Service — it should be set to sn_hr_core_case_relations. If it is blank, the case gets created on the parent table.

  • Make sure there are no multiple HR Services or Record Producers mapped differently.

  • Verify the HR Service is correctly mapped to the Employee Relations COE.

Once the Case Table is set correctly, the SLA should work for all cases.

 

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Accept the solution if this answers your question.

Regards,
Vaishnavi
Associate Technical Consultant

 
 
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