Question
Capgemini
CA
Last activity: 7 Aug 2018 11:03 EDT
Resume SLA from where it stopped
Hi,
We have one requirement to resume SLA on an assignment. We have one functionality where the user can Pend the request to next day. When the user pends a requests it moves from the current assignment to a Wait shape and waits there until next day. Now, when the request wakes up the flow reaches the same assignment again, but here we have to continue the SLA on the assignment from where it got stopped.
For eg: if there is a Deadline time of 2 hrs defined and already 1 hr completed when the user pended the request, then it should continue from the next 1 hr when the request wakes up and reached the assignment again.
Please help me how to achieve this, if it is possible.
Pegasystems Inc.
IN
Hello Prasad,
This functionality is not possible to implement. For assignment level SLA, you can achieve it by changing the status and take it to a different assignment level where there is no SLA involved. In that way, for time being you can hold the Assignment SLA.
As an alternative, you can set the assignment SLA value based on Property and while moving Assignment to the Pending status, Note the time stamp and while resuming change the property so that we can it reflects the remaining SLA period
Regards,
Naveen
Capgemini
CA
Thank you Naveen. I got it, that it's not possible. Instead of going with the properties in SLA we went with a requirement change and resetting the SLA (Pega default behavior) as of now for time being.
incessant
IN
Accepted Solution
Capgemini
CA
Thank You Gayatri. For time being we went with requirement change.