We have SLA Templates created and connected to Service Contracts and we want this to trigger when a Work Order is created.
I can see in the Work Tasks the SLA Order Number is populated but the SLA Latest Finish Date does not pull with the calculated Finish Date to meet the SLA?
Does anyone have any experience with SLAs that can help?
Thanks,
Hi
The SLA Latest Finish Date is coming from the resolution time defined on the template lines in the SLA Order Template:
If, like in this example, no work stage is specified, all work tasks with no work stage defined under that work order must be set to ‘Work Done’ in order for the Resolution Time to be set on the SLA Order. This is also the case if the Work Stage on the Work Task is not matching any Work Stage set on the Template Lines in the SLA Order Template.
In another example where a Work Stage is defined, all Work Tasks with that Work Stage must be set to ‘Work Done’ for it to get the resolution time.
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