I have 2 SLA items to be executed for the case:
First one: Customer service first response KPI - failure after 1 day and send email
Second one: Department solving the case KPI [This one will start after changing the"reviewed" field to "Yes"] - Failure after 2 days
The issues are:
1- If the first SLA item failed, an email will be sent after 1 day which is normal but why if the second SLA item started after that the same email of first item will be sent again at the same moment !!!
and so on if I have 3rd SLA item started it will repeat the failure actions of 1st and 2nd SLA items; why??
2- Second SLA start counting from the case creation time not from the time of (applicable when) which should be equal to the time of changing the "reviewed" field to"Yes" . How to configure from the "applicable when" time?
I need your help please!
