As per your requirement it looks like that you want to re apply the SLA on same assignment rather than applying two SLAs. There are APIs for changing the SLA on assignment. Look at pxAdjustSLA and pxAdjustSLATimes APIs.
Let us know if this helps or you need more information :)
I called pxAdjustSLA in post activity of local action and when i submitted ,it picked up new SLA(workinga s expected) .But if I open old assignment and submit then old SLA should be called again ,but it is not happening.Can u help me how old SLA will fire again.I mean switching of SLA based on action taken by user,
We have one assignment say "X" and we have one SLA running on it .Now in same assignment we are adding new local action which is basically pending the case for some time frame.The case wil now get routed to some workbasket and if user does not pick and work on this WO then SLA should be fired and it should get routed to some workbasket..
Sorry for delay,Please find requirment in details:-
1.We have one assignment where SLA is implemented.when case is craeted and user dosent pick up the work from workbasket ,SLA gets triggered and after certain number of days case gets routed to other workbasket.
Now we are implementing local action called"Pend case"where on the same assignment user can pend the case to certain number of days and if agent dosent work on this pended case ,WO will be routed to some Wb based on SLA.(this is new SLA what we have to implement).
My question since we already have one SLA added in assignment shape how can we add new SLA .
Try to go for assignment level sla and flow level sla. though you have to check how many assignments you have in the flow, if one this approach you can think upon otherwise you can use tickets on end shape which you can refer in reaching deadline in all the assignments.