Hello all,
I'm trying to implement a 3 Dependent stages SLA, the first one is applicable when the status reason of the case is created and changes a a 2-option field "SLA1 New" to "Yes" on failure.
The second SLA is applicable when "SLA1 New" is "Yes" and is changes an another 2-option field "SLA2 New" to "Yes" on failure. The third SLA is applicable when the "SLA2 New" is "Yes" and sets "SLA3 New" on failure.
The problem is that the first SLA starts and changes it's corresponding field correctly, then the second SLA starts but after it fails, it doesn't change its corresponding field "SLA2 New", therefore the third level doesn't start at all.
I tried changing the second level field "SLA2 New" manually and the third level started as intended and changed its field correctly, so the problem is that the second level is the only one that doesn't change its field on failure.
I also tried having only two levels and it worked correctly so the problem happens only with the 3-level stages.
Here is some screenshots.
SLA Items:
SLA item 1 :
Applicable when:
Failure action:
SLA item 2 :
Applicable when:
Failure action :
SLA item 3 :
Applicable when:
Failure Action :
Thanks in advance.
