In a case, if a manager does not complete the work on time and the case gets cancelled that should be notify to the manager with a field as SLA missed as true, and also if the manager completes the work on time the SLA missed should be false. How to configure this?
Hello,
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Define the SLA on your case type
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Create the Boolean Property as SLAMissed
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Configure the SLA Rule:
- Goal and Deadline Actions:
- In the SLA rule, under the Goal and Deadline, add actions to set SLAMissed to false.
- Passed Deadline Action:
- Add an action under the Passed Deadline to set SLAMissed to true.
- Configure a Send Email shape to notify the manager.
- Flow Configuration:
- In the flow where the manager completes the task, add a utility to set SLAMissed to false on task completion.
Hi @SabithaK8595, Please find attached document.
SLA.docx (332 KB)
In the deadline escalation activity, set the boolean variable “SLAMissed” to true.