SLA & assignee notification - Correspondence problem
Hi all,
I am getting an error "FixCorrespondence" when I try to use the SLA notification feature.
I've defined the following SLA for a test case :
Then, we the goal is reached, I get the following error flow :
I've tried with several email addresses (gmail.com, outlook.com, yahoo.com, ...).
How can I make this SLA notification feature work ?
Thanks.
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Pegasystems Inc.
US
Hi,
We've removed those as default escalation actions for the case-level SLA starting in 7.2.1 to eliminate this very common point of confusion that we introduced by sharing common escalation actions for both the case-level and step-level SLA.
Notify assignee and Notify manager escalations actions are only designed to be used for step-level (i.e. assignment) notifications. What you are showing in the screenshot appears to be the case level SLA. For each step in your case life-cycle you can add a SLA where these default actions will work properly. If you require case-level esclation actions that notify specific users, you will need to configure the case-level SLA rule directly in the Designer Studio.
Thanks,
Dennis