Field Service - EBS (MOSC)

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Few calls escalate after their SLA target time

edited Nov 24, 2013 8:35PM in Field Service - EBS (MOSC) 3 commentsAnswered

Hi Experts,

Can you please guide me how to investigate the below issue.
Actually I am working on 11.5.9 version and also new to field service module.
We had a few calls escalate after their SLA target.

We have one task rule which escalates auto planned tasks which are still not assigned 1 hr from reaction time.

Check Rule Every: 10 minutes

Workflow: Escalate a Task (escalate the task)

Query individullay tested and it seems execution time is < 6 mins

Example:
Task Number: 5335196
Respond Sla 19-OCT-2013 13:07:07
Escalated: Date/Time: Created October 19, 2013 01:09   2 minutes after SLA

Task Number: 5105229
Respond Sla 18-OCT-2013 16:00:54
Escalated: Date/Time: Date/Time: Created October

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