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BrahmeswaraRao Member since 2016 37 posts
Posted: March 11, 2016
Last activity: March 18, 2016
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SLA action while work object is locked

we have a use case for SLA as System should trigger the escalation actions on time.

The concern with SLA and locking is the ServiceLevelEvents agent cannot act on a work object that is currently locked by different requestor,Let's say if user close the browser while case is being locked by user then SLA agent has to wait for 30 mins(default lock timeout) to act on a work object to trigger an escalation actions that defined on deadline event ,but the goal and deadline times (10 mins) are very short compared with default lock timeout ,a customer is waiting for a response. 30-minute delay is significant impact on the business use case.

Here neither reduce the lock timeout (<30 mins) nor configuring the optimistic locking .

Please share the feasible solution to trigger an escalation actions on time.

PRPC:7.2

Case Management
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