Enhancement Request :Task Rejection Leading to Reset of Task Dates (Doc ID 2277547.1)

Last updated on APRIL 04, 2023

Applies to:

Symptoms

Order rejection leading to reset of time hence creating problem while calculating Work-queue wise SLAs

MSS overwrites task assign date and 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. 

Changes

Cause

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