LTE Prediction For Resolved Cases

Why does LTE is predicted for resolved cases in SupportLogic?

Depending on the SupportLogic's behaviour Intendant, cases predicted as LTE will continue to be flagged so until it is closed. The LTE prediction will continue even if the case is moved to "Resolved" status.

Workaround :

As a workaround, we suggest you mark the resolved case field to be considered as a closed case.

You can find this configuration under Settings >> Fields >> click the drop-down for case field sl_status >> enable the 'Belongs to the closed case' field. Once this option is enabled, the cases in resolved status will be considered closed and that could stop the predictions.

Please find the below GIF for reference.