Support Article
Correspondence defined on SLA not sent
SA-316
Summary
Assignments with an associated Service Level Agreement (SLA) for approval and escalation activities are not queued and processed.
Error Messages
Not Applicable
Steps to Reproduce
Create an SLA, and leave the initial urgency blank.
Root Cause
An issue in the custom application code or rules.
The Service Level Agreement rule does not contain an initial urgency value, which is used to determines to queue a service level item.
Resolution
Perform the following local-change:
Update the SLA rule to contain a value in the initial urgency field.
Published April 1, 2016 - Updated October 8, 2020
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