My SLA rule doesn't update the urgency or send any emails as per my configuration
I have created a SLA rule (Attached is the screen shot), and for testing purposes I have short intervals. Somehow, the initial urgency is updated but the goal, deadline and passed deadline doesnt work. Please advice.
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I can see the initial urgency being added to the work object, but nothing happens from then on. Neither is the urgency updated after the goal, deadline and past deadline intervals, nor is there email that is fired from the SLA activity.
I will try tracing the ServiceLevelEvents agent in Pega-ProCom and get back to you. Thanks !!!
From image you have attached I can see that you are trying to use business days.
In these situations, SLAs depends on several things like calendar mentioned in operator profile to whom case is routed to and calendar for case creator. Try to configure the respective calendars and try to check.