Hello All,
We have requirement where high priority case are considered to be served 24*7 but the cases with Normal or Low priority are to be served only during 9 AM to 6 PM. I have configure multiple SLA items in single SLA for Normal and Low priority. But business hours are defined at SLA level, how can i differentiate that?
I found similar question here but no answer. Any help will be appreciated.
Hello All,
I managed to work with this scenario, i am posting the solution here so that if anyone else is facing the same problem can get idea.
I have written plugin on Case PreValidation, that checks the case priority. Based on case priority, it updates the Business Hours in respective SLA.
Thanks for the all the replies !
So do i need to manage Remaining Terms through workflow?
As per your question you have to categorize case on priority. In this situation you can choose one entitlement to high priority case and another one for Normal and low priority.
To automate it, You can create a workflow on case entity that will select correct entitlement once priority get change.
If i have different Entitlements per SLA, only one Entitlement will be assigned to any case. Now how system will calculate the remaining terms based on entitlement?
Suppose i have Entitlement per hour with Total terms 100, I need to create 2 entitlement with 100 hours each? then total entitlement will be of 200 !
What i need to do in this case?
You have to create separate entitlement for each SLA.
If i create separate SLA then how it will consider the same entitlement ?
You can create separate SLA for Normal and low priority cases.
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