Posted: 26 Mar 2018 5:02 EDT Last activity: 26 Mar 2018 8:19 EDT
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?