Posted: 20 Aug 2015 14:15 EDT Last activity: 4 Oct 2015 23:28 EDT
Sending emails on Goal, Deadline & Past Deadline SLA
As per my requirement, i have to send emails to the case owner when the goal, deadline & past deadline reaches. I'm able to send emails successfully for Goal & Deadline scenarios, but when it comes to Past Deadline scenario i'm receiving the email lately (may be after 30 mins or 1hr or 2hrs after reaching Past Deadline). I'm using PRPC 7.1.5 version. Can anyone please provide some inputs why it is causing such a dealy in sending emails. Thanks in advance.
The behavior of executing escalation actions does not differ for Goal & Deadlines and Past Deadline. One point to note and could be the probable reason is Passed Deadline period starts at the deadline event. For example, goal is set to 1 calendar day, deadline to 2 calendar days and Passed deadline to 7 calendar days:
For an assignment created at noon March 1, Goal and deadline is reached at noon March 2 and March 3 respectively.
Passed Deadline is reached occurs at noon March 10 and the second repeating interval at March 17th.
Please revert back if this is already taken care of.