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Jose Navas (josenavas)
Hoverstate

Hoverstate
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josenavas Member since 2013 30 posts
Hoverstate
Posted: November 5, 2020
Last activity: November 6, 2020

Error this case was updated by Agent (SLA)

Hi,

Our application have a screen where you can escalate a case to an Analyst role in the next stage. Similar to the mock-up below:

Escalate case

The assignment has an SLA applied which moves the case once it expires. However during my testing even when the case is open, I receive the following error when trying to escalate:

.pyCaseUpdateInfo.pyNewMessage:This case was updated by Agent(System-Queue-ServiceLevel.ProcessEvent) on Nov 5, 2020 12:19:16 AM at .

I can deduce the SLA expired and took over the case (even when the case was open...). So in the Escalate button I tried to add a When rule to not execute the local action which moves forward the case and instead execute a close tab (we are using Pega CS) therefore preventing the error, but this approach did not work :/ wonder if the When rule is referring a page that is no longer there since the SLA moved the case already...

Any thoughts or ideas are welcome.

Thanks

-Jose

Pega Platform 8.4.2 Pega Customer Service 8.4 Case Management Communications and Media