So I am setting up First Response By and Resolve by SLAs for cases. Everything works fine until I resolve the case! Then all the fields for SLA get messed up:
Scenario 1: the first response is sent before the warning time, and the case is resolved before the warning time -
It should be:
First response In Timer: Succeeded
Warning Time:
Warning Time Reached: No
Failure Time:
Status: Succeeded
First Response SLA Status: Succeeded
Resolve In Timer: Succeeded
Warning Time:
Warning Time Reached: No
Failure Time:
Status: Succeeded
Resolve by SLA Status: Succeeded
Scenario 2: the first response is sent and the case is resolved after the warnings but before either failed:
It should be:
First response In Timer: Succeeded
Warning Time:
Warning Time Reached: Yes
Failure Time:
Status: Succeeded
First Response SLA Status: Nearing Noncompliance
Resolve In Timer:
Warning Time:
Warning Time Reached: Yes
Failure Time:
Status: Nearing Noncompliance/Succeeded
Resolve by SLA Status: Nearing Noncompliance
Scenario 3: Both the first response is sent and the case is resolved after the failure time:
It should be:
First response In Timer: Expired
Warning Time:
Warning Time Reached: Yes
Failure Time:
Status: Noncompliant
First Response SLA Status: Noncompliant
Resolve In Timer: Expired
Warning Time:
Warning Time Reached: Yes
Failure Time:
Status: Noncompliant
Resolve by SLA Status: Noncompliant
Can someone please explain why this is happening?!? Here are my settings:
Any help would be greatly appreciated! I have been trying to figure this out for days!
