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We are sending an auto confirmation email to the customer to acknowledge receipt of the case, wouldn't this workflow also trigger to update the first response sent field even though it was just the auto response email? how would you get around this? Any steps on how to configure it?
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Ouch.. Thank you so much for all your help. I really appreciate it.
"Should the name of the SLA will automatically appear under Applicable SLA? I have to manually select it for it to appear. " - Unfortunately, you need to add it manually or create a business rule for that
and the enhanced SLA section is still missing in the form.
Should the name of the SLA will automatically appear under Applicable SLA? I have to manually select it for it to appear.
and I'm still have blank fields. I already changed its status :(
Looks ok, just change "Applicable when" to Origin equals Email, you don't need to check status reason.
Application When
case + status reason + equals+ new
Success Criteria
Case+ first response sent+ yes
SLA item failure - 1hour
SLA Warning - 30 min
Hi Oksana,
I think I got the wrong configuration in SLA. How will I configure my SLA item given the requirements below:
SLA for Email response time = within 1 hour
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SLA ITEM
Have you also change the status of Case? From "New" to something else?
Try to delete "Applicable when" criteria from SLA, usually it's used to have different SLA for different Origin. Example: Email 1hour, Facebook 15minutes.
These are the options that I can see inside the case
Try to check if you're using the right form
Also, you don't need to create a new Timer for First Response by yourself, there is an existing one already on the form.
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