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Support Article

SLA not routing on Goal, but does for Deadline



SLA on an assignment does not display for a Goal under 'Process and Rules'. The same displays for a Deadline.

Error Messages

Not Applicable

Steps to Reproduce

  1. Create a case.
  2. Add a case level SLA.
  3. Open the SLA rule and set the SLA in Hours for Goals and Deadlines.
  4. Check the SLA under Process and Rules. Values do not display under the Goal column and no communication is sent.

Root Cause

In the pzGetContentForSLAsByApplication activity, the Goal and Deadline time is caluculated. However, the value in Hours was missed when the Goal was calculated which resulted in the issue. When the value was changed to Minutes, the value was displayed under the Goal column.


  • Update Step 5.2 of the pzGetContentForSLAsByApplication activity to use pyHours instead of pyDays to resolve the issue.
  • Apply HFix-38667.

Published December 3, 2017 - Updated October 8, 2020

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