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Harish Rollapati (HarishR7728)
Infosys

Infosys
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HarishR7728 Member since 2017 2 posts
Infosys
Posted: November 25, 2019
Last activity: May 22, 2020
Posted: 25 Nov 2019 0:03 EST
Last activity: 22 May 2020 13:23 EDT
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SLA processing (Overall SLA) is happening even after cases are Resolved

SLA processing is happening even after cases are Resolved. This is creating ‘Error: Agent Exception’ in WB table and also SLA table

Workbasket Query :

Select * from pega_data.pc_assign_workbasket where PYASSIGNMENTSTATUS like 'Error: Agent Exception' and PXREFOBJECTINSNAME in(Select pyid from pega_data.WorkTable where pystatuswork like 'Resolved-%' and pyid like'I-%')

SLA Table Query:

Select * from PEGA_DATA.pr_sys_queue_sla where PXINSNAME in (Select pxREFQUEUEKEY from pega_data.pc_assign_workbasket where PYASSIGNMENTSTATUS like 'Error: Agent Exception'and PXREFOBJECTINSNAME in(Select pyid from pega_data.WORKTABLE where pystatuswork like 'Resolved-%' and pyid like'I-%'))

Please let me know the root cause and solution for this issue.

***Edited by Moderator: Lochan to update platform capability tags***

Pega Platform Case Management
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