Posted: 16 Jun 2016 10:53 EDT Last activity: 14 Jul 2016 3:11 EDT
Change SLA of Existing Work Object
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?
I missed that detail in your original post. The ChangeWorkSLA flow action calls the ActionChangeWorkSLAProps activity which leaves that second parameter unchecked. It seems like step 18 of the DefineSLATimes activity handles the cleanup of the original SLA items.
We tried the same steps, but it seems that in Step 18 of Work-DefineSLATimes activity it is updating the properties pxGoalTime and pxDeadlineTime from the latest updated pySLAGoal and pySLADeadline respectively.
Whereas, on the clipboard, on the page pxFlow(OverallSLA), I don't find reference of any such properties. Instead I see two properties pxAssignDeadTime and pxAssignGoalTime, and these properties are still reflecting the previous values (not as per the new SLA rule).
Can someone please suggest me how to proceed on this?