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1,942Hi All,
I have set up the SLA's cases. Below is the criteria.
Case priority = Low, failure = 48hours, success = Resolved, warning= 2 hours before expiry time
Case priority = Normal, failure = 24hours, success = Resolved, warning= 2 hours before expiry time
Case priority = High, failure = 12hours, success = Resolved, warning= 2 hours before expiry time
Everything works fine till here. When I close the case as resolved the SLA timer still continues- It is not showing as cancelled. I saw few of the post to use the case status reason field but did not understand. I want to stop the timer (not as success) when a case is cancelled.
Can anyone help me with the steps to address this issue.
Thanks in advance.
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