Sending emails on Goal, Deadline & Past Deadline SLA
Hi,
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.
Hi, Thanks for the response. I have already taken care of above mentioned things, but still I'm getting the emails very late for Past deadline events.
Hi,
Just try to debug, where the issue is?
1. Add a log statement to check if SLA is firing correctly on time.
If above point has the issue, i mean if the SLA agent is not firing on time. i.e., if the log is also printed late
a. Debug and trace the SLA Agent
b. Check how many entries your SLA queue has and is enough processing time present. If not first recetify the load on the queue
c. Check the flow, if it has some service delays or timer adding time.
2. May the email sending is having the problem.
Hi
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:
Please revert back if this is already taken care of.