Hi All

I have question that how SLA activate in background.

I have settled SLA in Flow Action Single Shape. If a user doesn't update anything to the case, a case will be automatically assigned WorkList to WorkQueue.

We set Goal:2min, DeadLine:4min, and Passed Deadline:5min which meant a case will be automatically assigned WorkList to WorkQueue in 9min since a user doesn't update anything to a case.

My questions what I want to clarify are;

1. SLA activates when deadline and passed deadline time are spent.

2. How could I trace to activate SLA?

3. Do I need to update another rule for activate SLA?

for example, agent needs agent scheduler.

4. Do I need to server reboot or refresh session when I modify SLA information?