Hi,
We have enhanced SLAs that trigger on the case on creation/updation of the option set field and we do not have any SLA as default instead through plugin we are attaching the SLAs to the case based on the option set value dynamically. SLAs are getting attached to the case but no KPI items are created for the case.
Everything is working fine in dev environment but nothing is working in higher environments and we have verified all information and settings related to SLAs are identical in all environments.
It would be helpful if someone have any solution to this.
Regards,
Tejas