Posted: 28 Jan 2016 10:07 EST Last activity: 15 Feb 2016 13:12 EST
SLA goal time elapsed but escalation actions and urgency adjust not executed
We defined an SLA on assignment with escalation actions. Goal time passed and no action is excuted even urgency adjustment. We checked the SLA instance it was defined correctly but when "procces on" date elapsed, no action is executed but the "process on" date is updated by another future date and so on.
I had an SLA failure that may or may not be similar to your issue, but I'll mention it just in case:
To test SLA, I was using the PegaSample work group, and I created my own service-level rule and sla-activity, and for awhile I couldn't figure out why they weren't firing. I finally figured it out by looking at the now-famous "whew" comment in the java step of the EstablishContext activity. (Take a look!)
In my case, since the flow was in PegaSample and the class of PegaSample was an out-of-box ruleset, the system didn't switch to my own access group when attempting to run the SLA, and hence it couldn't even see my service-level rule and sla activity. One solution to my issue was to make my own subclass of PegaSample, since the ruleset of that subclass will necessarily be one of mine instead of an out-of-box one, so the system will know to switch to my access group when running the SLA, and will hence see my service-level rules and sla activity. /Eric
Hello Santanu, Troubleshooting the SLA agent i found this error: ** Unable to load data page D_testList. Required parameters : xx,yyy. cannot be blank I didn't understand the problem because the data page list a data type results and it's not referenced in any rules. thanks,