SLA does not initiate on screen flow stage
Service-level agreement (SLA) does not initiate on the screen flow stage, when it reaches the goal or deadline. This occurs when a case is open and the stage is not complete within the defined SLA. However, it works correctly on exiting the case without completing it.
Steps to Reproduce
- Arrive at a stage with a screen flow and defined SLA.
- Leave the case open on the screen without completing it. SLA does not trigger when it reaches the goal or deadline.
A software use or operation error.
Here’s the explanation for the reported behavior: When a case is in a screen flow, it is locked (by the user). Hence, an SLA agent cannot update the case.
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