Question

1
Replies
93
Views
Chakravorty Amit (AMITTUTUN)
Capgemini

Capgemini
SE
AMITTUTUN Member since 2011 66 posts
Capgemini
Posted: March 26, 2018
Last activity: March 26, 2018
Posted: 26 Mar 2018 5:02 EDT
Last activity: 26 Mar 2018 8:19 EDT
Closed

SLA need to be fired only when local action is performed.

hi, we have a case where in every assignment we have a local action "Hold for Follow up" and user will perform the local action when he unable to submit the assignment as they need some more info from customer. They will perform the the local action and keep the case in their worklist. After getting the relevant info they will open the assignment from the worklist and submit. We have a requirement that once that local action is performed we need an SLA on that assignment that will increase the urgency till the assignment is performed. If the local action is not performed sla will not be triggered. I cannot add SLA in the assignment level due to this. Any suggestion how to do it?

Case Management
Moderation Team has archived post, This thread is closed to future replies. Content and links will no longer be updated. If you have the same/similar Question, please write a new Question.