Posted: 3 Nov 2016 13:29 EDT Last activity: 19 Apr 2017 3:24 EDT
SLA pxGoalTime and pxDeadlineTime values are set to NULL when assignment is created
We have configured an SLA for an assignment. When the assignment is routed to the user's worklist, SLA should be triggerred. But the SLA agent is not picking the queued item from the pr_sys_queue_sla table because the goaltime and deadline time is not being set in the newAssignPage.
The above behaviour is noticed when only when we create the child case and route it to the the user's work list. In the other scenarios it works as expected.
Thanks for the info...
We found the root cause For the above issue.
We checked the newAssignpage and found that Pxgoaltime and pxdeadline time values were being set to null only when sub cases were created and when new flow is triggered. Initially we were setting the values in NewAssignment DT. But this was not working when sub cases are created. So we modified and our flows and it worked when we set the values on the connector.
Hope this helps....