Posted: 24 Oct 2017 6:10 EDT Last activity: 24 Oct 2017 6:37 EDT
SLA on Assignments created by Split-For-Each
We have requirement to create multiple assignment for a case which we have achieved through Split-For-Each shape. We create an assignment for each of the page in a pagelist, where each page contains a UserID. The assigned users have option to select different actions which triggers appropriate SLA . In our case, if there are multiple assignments, then if the Goal/Deadline reaches, it picks the SLA in other assignment and executes the activities configured in that. Explained this scenario in detail, below.
User 1 as selected an action through his assignment and moved the case to another assignment (assigned to same user) which triggers SLA 1.
User 2 as selected an action through his assignment and moved the case to another assignment (assigned to same user) which triggers SLA 2.
The Goal/Deadline times of each of the SLAs are set correctly in the Assignment table.
Now if the Goal time of the SLA 1 is reached, the system picks the SLA 2 and executes the goal activity in that SLA.
What could be the problem? Or is this a known issue?