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5Hi,
I have set up two SLAs for Case entity. First SLA is for Priority 2 and Prority 3 cases and this is based on business hours. Second SLA is for Priority 1 which is for 24/7. Based on the priority, I update the first or second SLA in the Case through business rule.
When I change the prority from 2 to 3 or viceversa in the case within the first SLA, then the response and resolution SLA are calculated as per the requirement. However, when I change the priority from 2 to 1 and when the SLA is changed, Response SLA and Resolution SLA are set to canceled and the SLA is not recalculated based on the new SLA and Priority.
I would appreciate your inputs on how to achieve the SLA recalculation when the SLA is changed/updated.
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