SA-19380

Summary

Escalation emails are sent even when Work Object is Resolved-Completed.

Error Messages

Not Applicable

Steps to Reproduce

1. Create an SLA rule and in the "Limit Passed deadline events to" of Passed Deadline provide a value greater than one.
2. Create an activity that calls the correspondence rule.
3. Use the activity in the Passed Deadline actions.

Root Cause

An issue in the custom application code or rules. The value of "Limit Passed Deadline events to" of Passed deadline in SLA rule is specified as three. The activity specified in the Passed Deadline actions is executed three times, and escalation mails are sent even after the work object is resolved.

Resolution

Write a When condition in the step where Correspondence activity is called. Provide the activity as an action for Passed Deadline in SLA rule.
The When rule should call the correspondence if the status of the work object is other than Resolved-Completed.