Posted: 6 Dec 2017 0:05 EST Last activity: 8 Dec 2017 3:56 EST
pySLADeadline & pySLAGoal are not computed as per the calendar while creating the case from external system (Via Service-SOAP)
Hi All, SLA rules are configured at the Case Type. pySLADeadline & pySLAGoal are computed as per the calendar that had been set in the Operator Id & SLA rule while creating the cases. It was working fine while cases are created manually. The same scenario was working as expected while we generate the case via Service-SOAP stimulator. But when we perform the SIT from the external system, the pySLADeadline & pySLAGoal are not computed based the calendar that had been set in Operator ID. To fix the issue, we had passed the pyCalender as the Calendar that had been set in the Operator ID. Still the computed time for pySLADeadline & pySLAGoal during SIT is not as calculated as expected.
At runtime, the pyCalender is not passed to DefineSLATimes activities. So, the computed time for pySLAGoal and pySLADeadline was not calculated as expected (i.e. while getting the request from the external system).
It was working fine when we pass pyCalender in pyDefault of parent and child work classes respectively.