SA-8242

Summary

The system does not send an SLA deadline notification while a user has the case open (locked). It only sends the notification after the user has closed and unlocked the case.

Error Messages

Not Applicable

Steps to Reproduce

1.Create a case
2.Keep the case open past the SLA deadline
3.Verify system generate an email notification once the case is closed

Resolution

This behavior is due to the fact the SLA agent needs to acquire a lock on the case in order to send the email.  If the user is continuously active on a case and does not close the case OR allow their lock to time out by allowing time to pass without modifying a case, then the lock will not be released and the SLA agent will not be able to acquire a lock on the case to send the notification.

Note that the user spending a specified amount of time without updating the case will cause their user's lock to time out.  The SLA agent checks the case periodically to attempt to obtain the lock and retry to send the notification or perform other actions.