Question
Change SLA of Existing Work Object
Hi,
My client is looking for a "clean" way to change a SLA of an existing work object.
e.g. WO1 got already processed with SLA1. In the next step, we want to change it to SLA2.
We also want to make sure that the previous SLA is removed from the SLA queue so that the agent won't process two SLAs.
From my research, I have found this below. Looks like this might be a possible solution. But do you know if unchecking the second parameter or internally Pega will make sure to update the existing SLA and not create a duplicate in the SLA queue?
Thanks,
Will
Have you looked at the pxAdjustSLA activity? That is used by the OOTB flow action for adjusting SLA times and it handles dequeuing and requeuing the current assignment to cleanup any existing SLAs.