Rajesh, Could it be the business time that you are not considering - in which case it is indeed working correctly? Is there are 3 hour rest window or non-business hours defined for that company that the SLA may be using?
Joe ________________________________ From: "Nair, Rajesh IN BOM SISL" <[email protected]> To: [email protected] Sent: Tuesday, July 28, 2009 5:14:00 AM Subject: SLA Mail firing Late ** Hi List, Currently we are facing a problem related to Escalation mail firing late from the system. There is a delay of more that 3 hrs We have check the SLA rule event occurrence form and found that the time set in the field 'SLA_Time Scheduled' is proper as per the milestone set the SLA This is happening mainly for SLA's with priority LOW during weekend, where we have set weekends as Holiday. Scenario. A ticket was raised with priority low. Time set in the field (SLA_Time Scheduled') in the SLA Rule event Occurrence form is proper as per the milestone. But the mail triggers after much delay that too on Saturday Please let me know if anyone among us has come across such type of issue or any fixes is available for this Arsystem 6.3 patch 23 Oracle 9i SLA 5.5 Email Engine 5.5 Regards Rajesh _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
