How to define two SLA timeliness for an assignment
Is there way to define two SLA's on single assignment ?..
The usecase is , There are two different actions to be performed on an assignment at different SLA timeliness, one SLA is for Advance the flow and second SLA is sending notification reminders.
We thought of made subflow with assignment and define flow level sla to send notifications and another SLA at assignment level to advance the flow.
The multiple assignments gets created in the context of Data- using Split-For-Each and flow level SLA isn't working if SLA rule is present only in Data- layer(applies to class of flow) so we had to create two SLA rules ,one rule in data- layer to avoid the compile error and other one in work- layer which gets picked during run time , since SLA escalation event gets triggered in work- context and it's difficult to find the customer who holds the assignment to send notification.
Why PRPC is expecting SLA rule in work- layer when process rule is applies to Data- .? If it's expected behaviour then how to address the above usecase .
***Edited by Moderator: Lochan to update platform capability tags***
I think you will have to redesign your approach. We don't have any Out-Of-The-Box mechanism to set two different SLAs for the same assignment. Or maybe you could try to change SLA time on the fly with a custom activity as needed.
Yes.. But in our case , Assignment receives the updates from external system and SLA will review the update on 1st, 10th ,15th day.Based on update, System will advance the flow ,Parallelly system needs to send reminder notifications on 2nd ,5th and 10th day for the same assignment (reminder will stop if advance flow action is happened) . To achieve this usecase we thought of going for flow level sla and assignment level but we couldn't make it due to the issue mentioned in the thread .
Now we decided to go for an agent to check external system update .