Hello,
I'm using CRM OnLine and have an issue with SLA:s.
The problem is that the only SLA that applies is the one that is set as default. I only use 2 SLA:s which both are Resolve by KPI; one for Medium cases and one for High cases. The plan is to implement one or two more later on. I don't need or use Entitlements so these SLA:s are very basic in their setup, they only check for the Priority criteria.
They both work independently if they are set as the Default SLA but one does not work when the other is default.
It seems like I'm missing something obvious, given the circumstances.
Anyone have any tips what to check for?
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