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SivaMundru Member since 2016 4 posts
HCL Netherlands BV
Posted: 3 years ago
Last activity: 3 years 11 months ago
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Work object resolved, but still emails are being sent.

Hi Every one,

We have around 8 case types under work pool and each has its own SLA. But only for one case type, though the case is resolved, still the service level emails are being sent. We have added a when condition in SLA and SLA activity to check whether work object is resolved or not. If not resolved then only it should send the emails. 

But unfortunately from the logs, we can see that emails are not sent from escalation activity. Some how customers are still receiving emails.

Is there any possibility of emails stuck in broken process or in scheduled queue and sending every week? Could you suggest on this. This is very urgent production issue, happening recently. Appriciate your help.

regards,

Siva

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