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Support Article

Correspondence defined on SLA not sent



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.


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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