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Wassim Jrad Member since 2015 41 posts
Knowledge Experts SA
Posted: 4 years ago
Last activity: 4 years 7 months ago
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SLA goal time elapsed but escalation actions and urgency adjust not executed

Hello,

We defined an SLA on assignment with escalation actions. Goal time passed and no action is excuted even urgency adjustment. We checked the SLA instance  it was defined correctly but when "procces on" date elapsed, no action is executed but the "process on" date is updated by another future date and so on.

SLA1.png

SLA2.png

How can we  correct this problem ?

Thaks,

Pega Customer Service Case Management
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