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Support Article

Assigned Urgency and Goal or Deadline time is not in sync



An SLA rule  which has been configured on Work Object level and within that SLA rule, urgency is configured to increased whenever Goal/Deadline time is passed for any work object.
However, user noticed that  Urgency and Goal/Deadline time is not in sync for the work object.

Error Messages

Not Applicable.

Steps to Reproduce

1. Configure a Case level SLA rule on a Case.
2. Configure a different SLA rule on any one of the assignment for the Case.
3. Create a case.

Root Cause

The root cause of this problem is a defect in customer application code/rules. Developer has configured a SLA rule on work object level and another SLA rule at assignment level. Due to this, there are some discripency in work object's urgency and its goal/deadline time.


This issue is resolved through the following local change: the SLA rule configured at assignment level is removed and task performed by this SLA has been taken care by Work object level SLA.

Published June 12, 2015 - Updated October 8, 2020

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