Hi Team,
- The RITM is placed On Hold and its SLA clock is paused only when all linked SCTASKs are in one of the following states or combination of states:
- When all linked SCTASKS have the following combination
- On Hold -> Awaiting Caller (all active tasks are in this substate)
- Completed (all remaining active tasks have a substate of Awaiting Caller)
- Cancelled (all remaining active tasks have a substate of Awaiting Caller)
- Cancelled and Completed (all remaining active tasks have a substate of Awaiting Caller)
- If any linked SCTASK is in an active working status that is not “On Hold" -> "Awaiting Caller”, the RITM SLA clock continues to run.
I have tried using directly from SLA, but it is not working. How Can I achieve this?
