Hi,
I have set up an SLA for a customer, linked it to an entitlement template, and then created an entitlement for said customer. I'm encountering a problem where when I create a case and link the entitlement, both SLA fields on the case form (Response & Resolved) are locked and no SLA information is present.
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In the Enhanced SLA details section the information is present, and the timer is active, only if the SLA is set to default. Otherwise the SLA does not work at all.
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Additionally, I have set, as a test, the 'additional fields' - 'type' field to update to Request to warn of an expiring SLA and to Problem when the SLA has expired. The field only updates for the warning and fails to update when the SLA has expired.
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Could my problem be linked to how CRM has been set up with certain functions disabled?
