Overall SLA for Interaction case is not getting triggered
After an escalation activity is added to a service level rule being used for an overall SLA, the Service Level activity is not executing when the overall SLA is processed.
No error messages are displayed.
Steps to Reproduce
Add a escalation activity to a service level rule being used for an overall SLA and allow the overall SLA fire on a work object.
An issue in the custom application code or rules where another service level rule of the same name was being picked up from elsewhere in the inheritance path.
Perform the following local-change:
Add the escalation activity to the service level rule that is being picked up at runtime.
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