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Support Article

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.

Error Messages

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.

Root Cause

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.



Published November 16, 2016 - Updated December 2, 2021

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