Posted: 11 May 2015 8:28 EDT Last activity: 13 May 2015 21:32 EDT
Service Level Agreement Intervals
I am facing an issue with OOTB pzResetAssignmentSLA activity when I transfer (drag and drop to worklist) an assignment from OOTB functionality given to case manager portal, seems parameters referenced are incorrect for the below scenario.
I have one assignment lets say ApproveRequest..which is routed to workbasket (HRTeamWB) and SLA referenced on this assignment has goal and deadlines configured by properties like WBGoalTime(currentday+1day), WBDeadlineTime(currentday+2days).When manager transfers this assignment from his case manager portal by OOTB drag and drop assignment facility from work basket to operator worklist using control pyWorkUrgencyDraggable.
After draging the work basket assignment to operator work list, Ideally SLA has to be created for new assignment Assign-Worklist with the same WBGoalTime,WBDeadlineTime configuration. The activities are coded for the same but while resetting the SLA times the work page reference passing to DefineSLATimes activity is not correct I believe.
Activity being called from control is pxTransferAssignment where there is another call to (step6) pzResetAssignmentSLA with param.WorkPage reference "TransferWorkPage". This page will be used by DefineSLATimes activity which is getting called from pzResetAssignmentSLA. But while passing parameters to DefineSLATimes activity the page reference should be param.WorkPage instead its been referenced like WorkPage which doesn't exists. So DefineSLATimes activity is trying to refer values of WBGoalTime and WBDeadlineTime from WorkPage and updating the newAssignPage with null values. If I change the reference to param.WorkPage in private checkout, its working accurate. As all these activities are final there is no way to customize.
According to the description it is clear that the 'TransferWorkPage' which is the actual workpage is not reaching the DefineSLATimes. So this needs to be fixed from the product side. May be a support request would help.
Alos one more question: When I verified the code to reach this action i observed that the OOTB drag drop Control is not passing the UpdateSLA param as true. So I dougt How is the code reaching the DefineSLATimes in your case when there is no updateSLA parameter. As pzResetAssignmentSLA will be invoked only when UpateSLA param is true.
As mentioned above 'am passing the parameter UpdateSLA as "true" from the control rule as per our business requirement.And, have been implemented a fix for that in our application and just want to let support people know about this behaviour as an item for next pega release versions if required.
On top of that As the final rule pzResetAssignmentSLA is parameterized and available for re-use from our application specific activities I believe the parameter reference has to be changed.