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
Yes, I saw that activity earlier but disregarded as a possible solution because the description says this is for assignment SLA.
Do you know if this works for Work SLA?
Accepted Solution
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.
ok, thanks for your response.
Let me ask my developer to try DefineSLATimes and confirm whether that does the necessary clean up of original SLA.
We will update here later..
I believe both the parameters (UseExistingValues & pyNewObject) for activity DefineSLATimes will be passed false (unchecked) to adjust/change the Case SLA.
Hi Phani,
I have tried the same approach, but .pxFlow(OverallSLA) is not refreshing with new values.
Hello,
Thank you for this post.
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?
Thanks,
Vartika
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.