Posted: 17 Aug 2015 10:46 EDT Last activity: 30 Oct 2015 12:18 EDT
Is there any way that we can configure an sla that should be start whenever the assignment routed to worklist from a work basket
I have a requirement where an SLA should be start whenever the assignment is routed to work list from a work basket?
Generally if we configure an SLA on an assignmnet which is routed to work basket,sla will start whenever assignment is being created.But i need that sla should be start after it is routed to any user work list.
And also is there any way to STOP and START an assignment level SLA whenever the status changes without submitting the assignment?
Pega stores Assignment Objects in one of two tables in the PegaDATA schema, PC_Assign_Worklist (for Assignment Objects assigned to Work Lists), and PC_Assign_Workbasket (for Assignment Objects assigned to WorkBaskets). A Pega Agent then monitors these Assignment Objects every 30 seconds to determine if any of the Assignment Objects have exceeded their Goals, Deadlines, and Passed Deadline Intervals as defined by the Service Level Rule associated with the Assignment at the time the Assignment Object was first created.
Unfortunately there is no OOTB mechanism in Pega to reconfigure the Assignment Object when the Assignment Object is moved from a WorkBasket to a WorkList (under the covers Pega moves the Assignment Object from the PC_Assign_Workbasket table to the PC_Assign_Worklist table.
You could conceivably write a custom activity to manipulate the underlying Assignment Object but I am not sure what properties you would have to manipulate to accomplish this. Although this could be done, it is not recommended as it would be considered a violation of best practices.
Ultimately, the purpose of a Service Level is to ensure timely completion of Assignments regardless of how the Assignment was first created and routed and regardless of how many times the Assignment is re-assigned or re-routed. If your goal is to monitor how long it takes individual operators to complete assignments once they are assigned to an operator, there are other ways to accomplish this without having to modify the underlying assignment objects.