Last updated on JUNE 23, 2017
Applies to:Oracle Communications MetaSolv Solution - Version 6.2.1 and later
Information in this document applies to any platform.
Order rejection leading to reset of time hence creating challenge while calculating Work-queue wise SLAs
MSS overwrites task assign date & task completion date if the task is rejected during it's due process .
Our organization is not able to monitor/optimize task SLAs as everytime whenever a user rejects from task "T7" to "T2", all intermediate task including "T2 & T7" assign date reset again ..
In such case we can't calculate how much time was taken by task T3 owner in first attempt.
As a workaround, we tried to use jeopardy but that is also not solving purpose as Jeopardy start date time is also not captured in MSS.
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