CRM 9.1: WHEN CLOSING OR REOPENING A CASE FROM SELF SERVICE - SLA DOESNT GET UPDATED

(Doc ID 1356996.1)

Last updated on NOVEMBER 02, 2015

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Employee Self Service - Version 9.1 and later
Information in this document applies to any platform.
*** Checked for relevance on 29-Sep-2013 ***
*** Checked for relevance on 03-Nov-2015 ***

Symptoms

SLA fields not updated when cases are closed or reopened from Self Service

Sequence:
1. Create a case and associate an agreement that has response and
restore times (Make sure your case display template has these fields
displayed i.e. Restore Met, Actual Restore etc).
2.  From Self Service, close the case.
3. Navigate back to the agent facing case perspective.  You will see that the Actual Restore and the Restore Met fields have not been updated (as they would have if the case had been closed via the agent facing
component).

Changes

Agreement functionality implemented. It works from the agent facing perspective. However, when a self service user closes or reopens a case it does not update the SLA fields on the case. For example, if the self service user closed a case, one would expect that the Restore time is populated and the Response Met indicator is updated. However, none of these fields are updated when these actions are taken from Self Service.

Cause

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