I have set up enhanced SLA’s and even two new KPI’s. It is pretty simple basically they are triggered by a status reason (applicable when) and have another status reason as success criteria.
It seems at least the triggering works fine but why do I always get canceled in the end and have no succeded on?
Just once could i get it right. I created a new SLA and used only the default KPI’s and checked first response sent (as i read in a blog). then i got expired instead of canceled (was correct) and a succeeded on date. but i dont get the connection between these behaviours?
Any ideas? Has this something to do with the timer control?
edit: forgot one thing. when i got it right i checked the first response sent manually before the sla became applicable. in my real world case the first response by kpi is applicable as soon as the case is created with status new. this means i can only check the field in parallel, which seems not to work. however, i dont even know if this is the issue….