SLA 'First Response' Canceled when apply the 'Resolve By' SLA

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Posted on by GDSnerea

Dear Experts,

I do face an issue with sequencial SLA.

The scenario is the following. On creation of a Case, SLA 'First Response' is launched. When the first response has been provided the user flag Yes (success criteria for 'First Response' SLA). The flag also update 'SLA' field and push 'Resolve By' SLA into it.

In the SLA KPI Instance 'First Response By KPI' succceeded. But on the Opportunity the timer is Canceled.

Why is it not 'Succeeded' ?

2017_2D00_03_2D00_22-17_5F00_40_5F00_35_2D00_Case_5F00_-20170322-TTW-0.1-_2D00_-Internet-Explorer.png

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Thanks in advance.

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Christian K 136 on at

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SLA 'First Response' Canceled when apply the 'Resolve By' SLA

is there any solution to this?
KJP838 212 on at

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RE: SLA 'First Response' Canceled when apply the 'Resolve By' SLA

I am having the same issue. Did you figure it out?
GDSnerea 2 on at

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RE: SLA 'First Response' Canceled when apply the 'Resolve By' SLA

Any idea ?