@SabithaK8595

Hello,

1. Define the SLA on your case type

2. Create the Boolean Property as SLAMissed

3. Configure the SLA Rule:

• Goal and Deadline Actions:
  • In the SLA rule, under the Goal and Deadline, add actions to set SLAMissed to false.
• Passed Deadline Action:
  • Add an action under the Passed Deadline to set SLAMissed to true.
  • Configure a Send Email shape to notify the manager.

4. Flow Configuration:

• In the flow where the manager completes the task, add a utility to set SLAMissed to false on task completion.