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Question

 Nadeem Mehta (NadeemM7223)
Accenture

Accenture
CA
NadeemM7223 Member since 2015 5 posts
Accenture
Posted: Apr 21, 2016
Last activity: Apr 22, 2016
Posted: 21 Apr 2016 20:55 EDT
Last activity: 22 Apr 2016 5:11 EDT
Closed
Solved

What is the best approach to fix inflight cases when a change in SLA is required ?

 

I have a flow that has only one assignment.  This assignment has a SLA on it that is currently configured to run after X number of minutes when assignment is ready.

Please refere to attached SLA.png

As per changed business requirement, I now need to trigger this SLA based on a property value.

Please refer to attached SLA Property.png

Since inflight production cases do not have MyDateTimeProperty, I will need to read all the cases that are on this assignment (I can do a obj-browse on pyStatusWork since it is unique on current assignment) and calculate and update MyDateTimeProperty and save the case.  Is this sufficient or do I need to do something else ?  Not sure if I am missing something.

Any response / suggestion will be appreciated.

 

Regards

Nadeem

 

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Accepted Solution

Posted: 9 years ago
Posted: 22 Apr 2016 5:11 EDT
Pankaj Rawal (rawap)
PEGA
Fellow, Software Architect, GenAI Engineering
Pegasystems Inc.
IN

Best approach to change assignments for in flight cases is to use OOTB API flow action pyAdjustAssignmentSLA and use this action via bulk processing for all the assignments.

This flow action will give you all the possible options for either changing the complete SLA itself or changing just the times.

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