Hello Experts,
We have a very simply Service Level Agreement (SLA) business map in operation for case management.
- In our success Criteria rule for Resolve By we have the criteria [Case Status Equals Cancelled;Resolved]
- The success action for this is to update the case and set the "Resolved By SLA Status" = succeeded
However, this never works. When we resolve a case and go back into the record, the case is now read-only but the "Resolved by SLA status" still says "In Progress".
When I look at the background processes associated with this record I can find the workflow map, but it remains in a waiting state. When you drill into that map you can see the key steps in the process have errored. The error is always in the same place... its the update case action that is trying to change the "Resolved By SLA Status" value.
At the top of the screen is the error "This case have already been resolved. Close and reopen the case record to see the updates".
It looks to me like the case is being resolved, marked as read-only, and then tries to change the value of the "Resolve by SLA status" which obviously isn't going to work.
Has anybody else seen this issue? Is it an error in the SLA Engine that needs reporting to Microsoft or is there something I've done wrong during implementation.
