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Cases In Hold Showing Incorrect SLA Due Date Once Changed To Work In Progress (Doc ID 2549703.1)

Last updated on NOVEMBER 26, 2019

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 9.2 and later
Information in this document applies to any platform.


CRM 9.2
PTools 8.55.19

Problem statement
Cases that were in hold are showing incorrect SLA due date once they are changed to work in progress status.

Actual behavior
When a case is On Hold status for more than 2-3 weeks and the status is changed to Work In Progress the SLA due date is not changing with the one set by the user in Agreement details, it has the SLA after approx 2 months.

Expected behavior
SLA due date should be changed with the one set by user in Agreement details.

1. Modify to WIP the status of a Case that is in On Hold for more than 2-3 weeks.
2. Notice the SLA due date automatically changed by the application after approx 1-2 months.


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