How Workflow Monitor Agent Calculates the Duration

If a Workflow Policy includes a duration, then Siebel CRM calculates the duration starting with the time that the Workflow Monitor Agent detects that the row is in violation of the policy. It does not start the duration from when Siebel CRM inserts the row in the S_ESCL_REQ table. For example, assume you define a Workflow Policy and set the duration as one week, but you do not start the Workflow Monitor Agent until several days after Generate Triggers runs. In this example, the Workflow Policy action runs one week from when Workflow Monitor Agent starts. It does not run one week from when you create the Workflow Policy or when Generate Triggers runs.