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

Posted on by 2

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

/cfs-file/__key/communityserver-discussions-components-files/117/2017_2D00_03_2D00_22-17_5F00_40_5F00_35_2D00_Case_5F00_-20170322-TTW-0.1-_2D00_-Internet-Explorer.png

Thanks in advance.

*This post is locked for comments

  • Christian K Profile Picture
    Christian K 134 on at
    SLA 'First Response' Canceled when apply the 'Resolve By' SLA
    is there any solution to this?
  • KJP838 Profile Picture
    KJP838 212 on at
    RE: SLA 'First Response' Canceled when apply the 'Resolve By' SLA

    I am having the same issue. Did you figure it out?

  • GDSnerea Profile Picture
    GDSnerea 2 on at
    RE: SLA 'First Response' Canceled when apply the 'Resolve By' SLA

    Any idea ?

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