Urgency increment should work only for 'New' status at present urgency increment working for all status.
We have configured case level SLA (pyCaseTypeDefault).Urgency increment should work only for 'New' status at present urgency increment working for all status. At present we are delegating this SLA rule to business user, to update Goal, Deadline and Pass Deadline and urgency values. How to control urgency increment for other status (Ex: 'Open', 'Resolved') with the above SLA.
Alternate approach we have tried is - onchange rule created to watch pyStatusWork. When pyStatusWork!="New" tried to clear goal, deadline values by using activity. This approach not working as expected and unable to stop SLA.
Please suggest any other alternate approach is available to stop SLA.
***Edited by Moderator Marissa to update SR Details***