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PrakashC3030 Member since 2017 7 posts
Kelly Services Malaysia Sdn. Bhd.
Posted: July 18, 2018
Last activity: July 18, 2018
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Reset Stage level SLA

I have a Case with 3 stages, In second stage i have defined a SLA rule which send an email notification when it reaches goal time

Scenario-1: When the case routes from stage-1 to stage-2, the SLA that is defined on the Stage-2 (not assignment level, but over all stage level) kicks off. If user takes re-assign action in stage-2 process before the SLA goal time reaches, then with the help of OOTB pxAdjustSLATimes activity, i am resetting the SLA on pyWorkPage.pxFlow(pzInternalStageFlow) as it is at the over all stage level but not at assignment level, and hence, SLA goal time is getting reset accordingly.

Scenario-2: When the case routes from stage-1 to stage-2, the SLA that is defined on the Stage-2 (not assignment level, but over all stage level) kicks off. If user takes re-assign action in stage-2 process after the SLA goal time reaches, then with the help of OOTB pxAdjustSLATimes activity, i am resetting the SLA on pyWorkPage.pxFlow(pzInternalStageFlow) but the SLA is not getting reset and re-queued. So in this scenario, i want to re-initiate and re-queue the SLA again as the process is still in stage-2 with new goal time.

Any Expert suggestion will be helpful..

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