Hello all,
I have created an enhanced SLA that is triggered when a case is created. The success criteria is when it is approved. A warning email is supposed to be sent after 1 hour while a failure one is sent after 5 hours have passed. The second SLA starts once the case is approved. The problem occurs when the flag of the first SLA changes to "Expired". In such a situation, duplicate emails are sent. This error does not happen if the flag of the first SLA changes to "Successful". Any idea why this happens?. Thank you
