We have a scenario where Employer (Employer access group) creates a case. Then the it goes to review of Customer (Customer access group). There is an SLA on reivew step, that routes to his manager it the case is not being worked and send email. But the "ServiceLevelEvents" (pega procom) is throwing errors under SMA/ Agent Administration/System Queue management/Broken Process
The pega procom agent definition has no access group defined, so it is picking the the access group of the actor who created the case , in this case it is VCSUS:EMployer.
But when the case is assigned to worklist for review, the actor access group is VCSUS:Customer. When the agent trying to process the case, i think it is giving error because of the access group mismatch.
How can we change the acces group for the agent ? The pega-ProcCom agent is in locked ruleset. I tried to change the access group for datat-agent-queue records , but still getting same error You are not authorized to open instance SAG-VACCINE-US-VCS-WORK CE-109
Your analysis is correct. When as assignment is routed to different (WL/WB) from current WL/WB, then its SLA also should re-set. How you are sending an assignment for review to Manage? Provide more details on this routing...
Check pxTransferAssignment , reassign activities ( check History tab to understand the usage of these activities )