Case level SLA works similar to regular assignment SLAs. Default SLA that is defined at Case level is pyCaseTypeDefault. You can check if this is overridden in your application. Just open that SLA rule and define the desired values for passed deadline.
Posted: 5 years ago
Posted: 13 Jul 2016 8:24 EDT
Prasanth babu Papisetty (PrasanthB)