While creating the case and setting SLA ex: 5 Days and assigned to someone "X", then while creating the case and submitted to the "X" and SLA started,we want to change something in this case that already assigned to "X", is there a way to make changes in it or not?
Second, Maybe my question is not clear, so let me ask it in a diff way, We have a defined process that I'm as a requester "Y" will create a request and put a manager "X" for approving this request (SLA will be 5 days, if the manager will NOT take any action then the request will come to me (Y) again and i can change the manager again), the question is Can (Y) change the manager (X) during this SLA (let say after 2 days) to be different manager (Z) ?
Posted: 5 years ago
Posted: 18 Oct 2017 7:41 EDT
Marc Lasserre (MarcLasserre_GCS)
Senior Principal Engineer, Technical Support
Out-Of-The-Box I would say no. But you can always configure a sort of "recall/reassign" mechanism to achieve this if it is part of your requirements. Now does this means manager "Z" will only have 3 days left ? Or will you be resetting the SLA ?
It is always possible to do it but the question is how many times this scenario is going to happen. Is it worth doing it.
Posted: 5 years ago
Posted: 18 Oct 2017 8:28 EDT
Ahmed Omar (AhmedOmar)
Senior Software Developer
Can we add delegated user which can do the same action on the assignment, Ex: I assigned the assignment to person X and want the manager of him to do the same action or the assignment be available for the manager?
You can configure case-wide or stage-wide optional action pyTransferAssignment to change the assigned operator runtime. You can run this flow action from actions menu any time you want to change the assignee.
I think it will even update the SLA.I hope this solves the requirement.
Thanks for quick updating but my question was how to reassign sla from assign sla,
Example: I'm as a requester "Y" will create a request and put a manager "X" for approving this request (SLA will be 5 days, if the manager will NOT take any action then the request will come to me (Y) again and i can change the manager to "Z", then how to maintain two SLA here??