Posted: 16 Dec 2020 10:11 EST Last activity: 17 Dec 2020 20:05 EST
Pend a case for sometime
I have one specific requirement.
I'm in one assignment step and I have to click on actions to launch a local action which asks us to select some date & submit. My case has to pend till that particular date i.e case should be moved to some pend work basket. And when the time's elapsed it should be back to previous work basket. (I'm not using wait shape here since I'm already in the assignment step) or am I missing something.
But am giving the pend time via an local action..SO im in the assignment & go to locala ction n give a date & when I submit, I shud see current assignment (whici I was in earlier) should be moved to workbasket. So, am not using wait shape.
Posted: 2 months ago
Updated: 2 months ago
Posted: 17 Dec 2020 20:01 EST Updated: 17 Dec 2020 20:05 EST
From assignment(which is in WB) when I launch the Local action and select some date.. On the post processing of local action am calling 2 things. One is Reassign activity to reassign work basket. Second is DefineSLATimes to define SLA for that particular assignment. This will help a case pend till the time that you have seleceted via local action in Pending Work basket & then after the time's elapsed call escalation activity to return assignment to original work basket.