Suspend Process Flow for a while
Hi ,
we had a requirement to stall the process flow for the specific time that defined by business user's.
Requirement: Business Process may be relayed on customer response,and there will be delay in response of the customer,so business wanna route the WO's to the stall work basket to keep it hold for 'x' number of days including SLA parameters as well (Urgency,Goal,Deadline time),
After x number of days flow should resume automatically with SLA parameters(urgency,SLA) where it got paused,(Or) user can proceed with WO's before expired the 'x'of days.
Work Around :
1) Pega 7 has been providing the "Wait" smart shape to accomplish this kind of requirement ,but SLA is not getting paused.
2) finally we've decided to take SLA back up & dequeue the entry from SLA table before gets routed to the stall WB ,and whenever a user pick the case up to work on then we would make an entry into SLA table(enqueue) with the back up SLA details.
Anybody had work around on this.Please update here.
Pegasystems Inc.
US
Brahmesh
I forwarded this to our SMEs and here is what they had to say:
We currently don’t suspend SLAs in wait shape. They would have to use the APIs to update or change the SLA themselves (which is what they said they were doing).
So it looks like you are going down the right path.
Regards,
Sean
Pega Academy
Pegasystems Inc.
US
Mphasis
IN
MARIK,ZHAND,
Thanks for your responses.
Marik,
I want to pause to the SLA for an infinite amount of time until an event occurs i.e a subcase is resolved and once the subcase is resolved, i want to initiate the same SLA again. But the link you provided suggest firing of SLA on a date time property whereas I don't want to set any SLA.Anyways I have got the solution.
ZHAND
I want to pause an SLA for infinite amount of time and set the same SLA once the case is resolved. So, other two options won't work.
Pegasystems Inc.
US
To be clear, my solution basically says, "Have the goal run every day; if it is not time to move forward, make it the goal event again for tomorrow, otherwise move on with the deadline event." So the SLA would appear to be due the next day, which may not meet reporting needs of 'suspended', which we don't support.
SumitK98 - what was your solution?
Virtusa
US
Check the activity ActionChangeAssignmentSLAProps in Pega, that clearly shows how to modify the in-memory sla structure. Hope that answers your question on how to enque and dequeue existing sla properties.
Let me know if you need additional information. We have done it in our projects.