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Support Article

Assigned Urgency and Goal or Deadline time is not in sync

SA-10370

Summary



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.

Resolution



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.
Suggest Edit

Published June 12, 2015 - Updated October 8, 2020

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