Posted: 24 Aug 2015 16:23 EDT Last activity: 12 Sep 2015 11:58 EDT
Issue with case level pySLAGoal and pySLADeadline time.
Hi All - I have new report requirement where I have to generate report with details like WITHIN GOAL, PAST GOAL and PAST DEADLINE. I know we have OOTB report for this purpose and I am taking guidance from this existing report.
There are couple of issues/queries:
1. pySLAGoal and pySLADeadline properties are not populated properly(for some cases it is populated but with past date(Date value less than pxCreateDateTime), and for other most of the cases these 2 columns are not populated at all).
2. So what's the best way to set the value for these 2 properties, currently in general we have only 1 assignment per case.
3. what the best way to fix the issue(to update pySLAGoal and pySLADeadline) for old existing resolved cases.
Request you all to please respond with your view, thanks!
Thanks Chunzhi Hong!! Actually we needed the report even for resolved cases to payout incentive to analysts who completed work within goal time but somehow we convinced business that we can only provide for new cases!
Thank you Phani Sahukaru!! The problem here was that there was no case level SLA defined at all, so both of these properties are empty in work as well in History table. so there is no straight forward way for us to determine the values for these 2 properties. Pls let me know if you feel otherwise.
Actually new cases are fine as we have now defined case level SLA. While generating report for old resolved cases prior to defining case level SLA is not that simple as each case goes though tasks(assignments) worked on by multiple people but as per requirement the person who completed first task(assignment) is treaded as owner of that case. Another thing is that not all cases follow same life cycle i.e. some may go though flow X and some may go through flow Y etc.