SaurabhMo Member since 2014 21 posts
ME Bank
Posted: April 30, 2015
Last activity: May 6, 2015

Setting SLA across different time zones and geographies



I am using personal edition of PRPC 7.1.7. I am trying to achieve the following:


1. A case type has a stage with two steps.

2. Each of the two steps have an assignment each.

3. Say User 1 from India starts the case type and opens assignment 1 in flow 1 of step 1. User 1 has IST and IndiaCalendar in his operator ID. So the assignment is associated with an SLA as defined in the assignment shape accordingly.

4. After user 1 submits the assignment, the work item moves to assignment 2 in flow 2 of step 2.Here ToWorklist router activity is being user and the user provided is User 2 from USA with America/New_York and USACalendar respectively.

The issue is that the system does not automatically pick up the calendar of the USA user. Hence if User 1 completes assignment 1 at 11:00 AM IST then the same SLA of the USA user starts immediately (this means that the SLA of the US user has started even though the geographic time in US would be 1:30 AM US time). This is obviously incorrect. The pyCalendar on newAssignPage shown IndiaCalendar.


How do we tackle this issue? Is PEGA suppose to automatically pick up the SLA based on the user's calendar to whom the assignment is assigned? Or do we need to manually handle the situation of opening the assignment and making the requisite changes.

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