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Support Article

SLA does not initiate on screen flow stage

SA-49024

Summary



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.


Error Messages



Not Applicable


Steps to Reproduce

  1. Arrive at a stage with a screen flow and defined SLA.
  2. Leave the case open on the screen without completing it. SLA does not trigger when it reaches the goal or deadline.


Root Cause



A software use or operation error.


Resolution



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.


Published March 18, 2018 - Updated October 8, 2020

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