Enhanced SLA Strange Behavior

(0) Share

Report

Posted on by Ashraf Abu-Abdou

110

Hello all,

I have created an enhanced SLA that is triggered when a case is created. The success criteria is when it is approved. A warning email is supposed to be sent after 1 hour while a failure one is sent after 5 hours have passed. The second SLA starts once the case is approved. The problem occurs when the flag of the first SLA changes to "Expired". In such a situation, duplicate emails are sent. This error does not happen if the flag of the first SLA changes to "Successful". Any idea why this happens?. Thank you

*This post is locked for comments

All responses (3)

Answers (0)

Suggested answer

Jarrod Lane 35 on at

Like (0)

Report

RE: Enhanced SLA Strange Behavior

Hi Ashraf

Were you able to find a resolution to your issue here?

I recently encountered the same issue and found a working "solution".

Nothing is actually wrong, it only occurs in testing when you refresh the page in testing round the time it expires. In a real world scenario that would almost never happen. Try setup your SLA for testing at 10min warning and 15 min failure. But do not open the case. wait the allotted time then open the case and see if you still get the duplicate alerts.
Ashraf Abu-Abdou 110 on at

Like (0)

Report

RE: Enhanced SLA Strange Behavior

This is a very frustrating problem. I have researched intensively on this forum and others for a solution without use. I can't explain why the second SLA sends the warning and failure emails of the first SLA and not just of the second SLA in case of failure. I am not sure if this is a known bug for 2016 version
Ashraf Abu-Abdou 110 on at

Like (0)

Report

RE: Enhanced SLA Strange Behavior

Is there any solution for this problem?