Where can I control which events on the case create a lifecycle record. Currently when a case is created I assign SLA and Service through a workflow based on certain rules. I then actualize the calculation of the SLS time-frames with the existing Script.
The change of SLA/Service created another lifecycle record on top of the one that was created by creating the Case.
Actualizing the SLA term calculation creates yet another lifecycle record.
This leaves me with 2 extra useless records that clutter the grid. Where can I switch off this behavior?
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01:42 Dec 14, 2020
Hi Oliver,
I believe there is a code in SLA/Service entity process which creating Case lifecycle entries. You may take a look on it and override it.
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