Posted: 30 Jun 2017 11:41 EDT Last activity: 30 Jun 2017 12:46 EDT
We are using Case level and assignment level SLAs for our flow. We now have to delegate the SLA rule to business users. I have a couple of questions.
If a business user changes the SLA value at run-time, my understanding is:
For Case Level SLA: New SLA value will be applied to cases that are getting created freshly. Old work objects will have the SLA values that was there at the time of their creation.
For Assignment Level SLA: New SLA value will be applied only to those work objects that reached this assignment after the SLA change. Existing assignments will have SLA applied at the time the work object reached that assignment.
Please correct me if I am wrong here.
***Updated by moderator: Lochan to add Categories***
Yes,Your understanding of the SLA behaviour is correct.Modifying the SLA rule will not change the values for old workobjects.In the same way,the existing assignments SLA value will not be modified and the new SLA value will be applied for the assignments that are created after the SLA changes.