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Posted: Feb 3, 2015
Last activity: Feb 6, 2015
Last activity: 6 Feb 2015 7:28 EST
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Readjusting SLAs after every assignment
Hello All,
Say I have a case and that needs to be resolved by a date. A hard date, such as Oct 31, 2015. (each case can have its own end date)
And to resolve the case we need to address say 20 tasks.
The SLAs for each of these tasks is calculated based on the resolution date, so that the resolution date is met.
When a task gets delayed by a certain time, all the other remaining task SLAs need to be “recalculated” so that the final date is met.
Any design patterns or ideas?
Thanks,
Pradeep
Posted: 9 years ago
EAI Systems
EAI Systems
US
From the above explanation, I am not certain if the processing of 20 tasks should happen in sequence or can happen in parallel. However the below solution should satisfy either or both of the above requirements.
20 tasks in sequence:
In this case, the assignment for the subsequent tasks is not yet created until the first task is completed.
The solution would be fairly simple. The SLA will be defined based on a date time property and not based on a fixed time interval. On the completion of task 1, you may increment or decrement the time in the date time property that is used in SLA. Thus the SLA for next task will be adjusted accordingly on creation of next task.
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From the above explanation, I am not certain if the processing of 20 tasks should happen in sequence or can happen in parallel. However the below solution should satisfy either or both of the above requirements.
20 tasks in sequence:
In this case, the assignment for the subsequent tasks is not yet created until the first task is completed.
The solution would be fairly simple. The SLA will be defined based on a date time property and not based on a fixed time interval. On the completion of task 1, you may increment or decrement the time in the date time property that is used in SLA. Thus the SLA for next task will be adjusted accordingly on creation of next task. You may leverage collection rule and/or declare expression rule to derive the next SLA time if you need to calculate the time declaratively.
20 Tasks in parallel:
In this case, all the 20 tasks are created in parallel and the initial SLA details are already set in the assignment record.
In this case too the SLA should be defined based on a date time property and not based on a fixed interval. However in this case, once the task 1 is completed, the SLA for the remaining tasks which are already created should be readjusted using OOTB Assign-DefineSLATimes activity. It is best to configure a standard agent to readjust the SLA times.
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