| Created | 06/22/2021 | Updated | 12/17/2021 |
| Description | When a Request record is transferred, the Request record's due date does not update to reflect the escalated SLA. This failure only happens when both of these conditions are met: - The enhanced escalation feature is enabled - The MED_Request - Clear Transfer Reason When Owner Changed or Reopened workflow rule is disabled If the enhanced escalation feature is not enabled or the MED_Request - Clear Transfer Reason When Owner Changed or Reopened workflow rule is active, SLA successfully recalculates when a Request record is transferred. | | |
| Impacted Capabilities | | Affected Apps | Medical Information Cloud - Classic Medical Information Cloud - Lightning |
| Affects Versions | MIC V10 | Fix Version | MIC V11 |
| Steps to Reproduce | 1. Enable the enhanced escalation feature. This feature is on by default for new V10 installs. 2. Disable the MED_Request - Clear Transfer Reason When Owner Changed or Reopened workflow rule. 3. Ensure the MED_Local_Setting__mdt.MED_Request_SLA__c and MED_Local_Setting__mdt.MED_Escalated_Request_SLA__c fields do not share the same value. 4. Create an Interaction record and then a Request record. 5. Note the Request record's due date. 6. In the Transfer component on the Request record, select a Transfer Reason that is listed in the MED_Local_Setting__mdt.MED_Escalation_Reasons__c field, and then click Transfer. The Request record is escalated, but the due date does NOT change to reflect the escalated SLA. | | |
| Workaround | Enable the MED_Request - Clear Transfer Reason When Owner Changed or Reopened workflow rule. Historical transfer reasons are available on the Ownership History related list component. | | |