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594Hi CRM,
I am facing hard time configuring SLA's. I have one SLA and 6 SLA rules under it. In each rule i am just checking few conditions under applicable when (i am no where checking case status or case status reason) and triggering the SLA. Screenshot attached.
Once a case is created first sla will be triggered. When i add this case to a queue (a background workflow runs when i add case to queue and change the status of case) my sla will be cancelled. And within no time it will trigger again and start ticking clock. This is ridiculous for me. Please help! I guess the main is with chaning status reason of case. If i dont change status reason of case, sla wont get cancelled. How is status reason/status of case dependent on sla????
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