Customer says many of their technicians are complaining the records are getting violated for Resolution SLA, even though they are moved to 'Denied' state well within the SLA. What would you instruct the customer to check?

Instruct the customer to check the corresponding SLA configuration and ensure to select the ‘Denied’ state under ‘Blocked states’, if further state transitions are allowed from ‘Denied’ state OR select the ‘Denied’ state under ‘End state’ if the state is a logical end state in the record life cycle.