Currently the entitlement engine doesn't remove SLA-Terms, stop SLA-Clocks, when there is a change on entitlement status, because SLA-Terms can be associated independently of entitlement.
Enhancement request - SMX018409
Adding some additional details from the original enhancement request:
"If a Case has a selected Service Contract/SLA term (the SLA clock is running) and then another Entitlement Check is performed and changed to "Incident Not Covered" the customer feels the SLA clock be reset back to zero. It does not currently do this."
Product has clarified that this is not a defect, but due to the design of both SLA Terms and Entitlement. Currently the entitlement engine doesn't remove SLA-Terms, stop SLA-Clocks, etc. when a change is made to entitlement status. This is because SLA-Terms can be associated independently of entitlement.
We are considering how we might address this moving forward.
Please keep #PitneyBowes in the loop on this Idea.
Will do, thanks @richard_lewis !!
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