Sripada Venkata Aditya (SVAQuest)
Tata Consultancy Services Ltd
Technical Architect
Tata Consultancy Services Ltd
SVAQuest Member since 2012 89 posts
Tata Consultancy Services Ltd
Posted: December 28, 2017
Last activity: December 30, 2017
Posted: 28 Dec 2017 2:02 EST
Last activity: 30 Dec 2017 15:07 EST

SLA scenarios while an user is working on the same Case or Work Object

Hi All,

As part of the SLA escalation activities, the case should be routed from worklist to exception workbasket @ deadline as part of SLA configuration (passed deadline is not configured). But the case had been opened by the User and the SLA had been breached in this duration.

1. What will happen in this scenario? Does the SLA escalation activities will be triggered on the case in this scenarios (i.e. the case will be pulled from the User worklist and moved into exception workbasket or will trigger an exceptions)? (or)

2. How do SLA will triggered again on the case when the passed deadline is not enable on the SLA rule? How to identify the similar cases, whether it will be in broken queue? How to establish the escalation activities again for the failure scenario?

Any suggestions?

Case Management
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