Kindly let me know how to achieve the below requirement.
Overall Sla is set for child case type. Whenever the child cases are created the sla will set and all child cases gets resolved once deadlines are met. When the child cases are created and in-progress, the user can change the deadline date from the parent case, and it should be reflected for child cases Overall sla.
GoalTIme: 29/05/2021 DeadlineTime: 30/05/2021
Updated DeadLineTime: 31/05/2021
The child case should resolve on 31/05/2021 instead of 30/05/2021.
I tried with "pyAdjustSLATimes" OOTB rule but can't achieve this requirement.
There is no error but the updated deadline is not getting set in Overrall SLA flow. I am passing the parameters correctly, but not sure why this is happening. Kindly provide the solution for this as soon as possible.
Thanks and Regards,
Posted: 7 months ago
Posted: 7 Jun 2021 3:05 EDT
Marc Lasserre (MarcLasserre_GCS)
Principal Software Solutions Engineer
@HymavathiB6360 - How are you passing the updated deadline time to the child cases. You need to ensure that when you try to adjust the sla time for the child case newAssignPage should contain the assignment related to the OverallSLA flow and not for the current user flow in which the child case is in. You can try executing the flow action "pyAdjustAssignmentSLA" on the overall sla assignment of the child case.
I am opening child cases by using "obj-open-by-handle" method and updating the latest deadline date to the child case. In the same activity am calling OOTB "pxAdjustSLATimes". All this am doing in Parent Case as the user will update deadline in parent case and the Case level SLA is set in child case type.
Is there any other approach other then flow action?
@HymavathiB6360 - Can you trace and see if AddAssign is getting invoked from pxAdjustSLATimes and see if the steps are getting executed where they modify the System-Queue-ServiceLevel entry. Is it possible to share the tracer screenshot or dump. Also do check when the pxAdjustSLATimes is getting called what is the pxFlowName that is opened in newAssignPage.
@KALINGAROUT - AddAssign is getting invoked and steps related to modification of System-Queue-Servicelevel is also executing. It's not possible for me to share tracer dump. For pxFlowName, the wrong flow name is mapping here, instead of Overall SLA Flow of child case and updating here, it's taking the Flow name of parent case where am updating the deadline date. By default Flow name is mapping from the pyWorkPage, as am runnning an activity on parent case (I tried to run the "pxAdjustSLATimes" on the child class, still it's not working). Kindly let me know the approach I should follow.
@HymavathiB6360 - What is the assignmentid parameter value that is getting passed to pxAdjustSLATimes activity? Ideally it should be the handle present in the pxFlow(OverallSLA) page group under the child work object.