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KI-65

SLA recalculation fails when record is escalated

Key/Summary

KI-65 SLA recalculation fails when record is escalated

Status

Done

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.