Question

SLA scenarios while an user is working on the same Case or Work Object

Hi All,

As part of the SLA escalation activities, the case should be routed from worklist to exception workbasket @ deadline as part of SLA configuration (passed deadline is not configured). But the case had been opened by the User and the SLA had been breached in this duration.

1. What will happen in this scenario? Does the SLA escalation activities will be triggered on the case in this scenarios (i.e. the case will be pulled from the User worklist and moved into exception workbasket or will trigger an exceptions)? (or)

2. How do SLA will triggered again on the case when the passed deadline is not enable on the SLA rule? How to identify the similar cases, whether it will be in broken queue? How to establish the escalation activities again for the failure scenario?

Any suggestions?

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Correct Answer
December 28, 2017 - 7:51am

If the user has the lock on the work object then the SLA agent will not be able to process it. The queue item would be requeued to try again in 15 minutes.

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December 28, 2017 - 7:51am

If the user has the lock on the work object then the SLA agent will not be able to process it. The queue item would be requeued to try again in 15 minutes.

December 30, 2017 - 3:07pm
Response to CarissaW_GCS

Thanks CarissaW for the feedback.