Problem with changing case level SLA (OverallSLA) time based on user input in local action.
I have a requirement to change the case level SLA (OverallSLA) based on user input in local action. The initial case SLA is set as goal time = 8 days, deadline= 10 days. User should have the ability to change the SLA at any given time. I am using PRPC v7.1.9
I have taken the following approach:
Because the OOTB pyAdjustSLATimes Flow-Action is capable to adjust only current assignment level SLA, (and not the case level SLA), I have created a custom flow action which takes pyAdjustSLAGoalDateTime and pyAdjustSLADeadlineDateTime values from user input. In Flow-action’s post activity, I have used the API activity rule pxAdjustSLATimes with the following parameters.
I am getting the following error message: ** ** The assignment is no longer available
On debugging, I found the error is coming from Assign-!OpenAndLockWork Java step which checks if work and assign are in synch. The reason is, pxFlowName= OVERALLSLA and clipboard page is .pxFlow(OverallSLA) (case mismatch).
Then there is another problem. newAssignPage is only having the following values, and does not hold pxRefQueueKey.
pxFlowName = OVERALLSLA
pxObjClass = Assign-Internal
pxRefObjectKey = CT-FW-RECRUITMENTFW-WORK HRI-34
pzStatus = valid
Kindly suggest if there is any alternative method to achieve this functionality.
***Updated by Moderator: Vidyaranjan. Removed user added #helpme and Ask the Expert tags. Apologies for confusion, shouldn't have been an end-user option***
Thank you so much. The ChangeWorkSLA flow-action worked.
The only point I notice, when I submit this flow-action, pySLAGoal and pySLADeadline recalculated in pyWorkPage successfully, but the .pxFlow(OverallSLA).pxAssignDeadTime and .pxFlow(OverallSLA).pxAssignGoalTime still hold the old values. However the actual assignment object (Assign-Internal) values changed successfully, therefore ServiceLevel agent picked it up at the right time. Once the case is processed by ServiceLevel Agent, the pxFlow() properties are also updated with corrent timestamps.