Issue with case level pySLAGoal and pySLADeadline time.
Hi All - I have new report requirement where I have to generate report with details like WITHIN GOAL, PAST GOAL and PAST DEADLINE. I know we have OOTB report for this purpose and I am taking guidance from this existing report.
There are couple of issues/queries:
1. pySLAGoal and pySLADeadline properties are not populated properly(for some cases it is populated but with past date(Date value less than pxCreateDateTime), and for other most of the cases these 2 columns are not populated at all).
2. So what's the best way to set the value for these 2 properties, currently in general we have only 1 assignment per case.
3. what the best way to fix the issue(to update pySLAGoal and pySLADeadline) for old existing resolved cases.
Request you all to please respond with your view, thanks!
Accepted Solution
Updated: 25 Aug 2015 1:43 EDT
Pegasystems Inc.
JP
Case level SLA should be specified by setting the .pySLAName of the work class.
Refer the PDN article here for details.
JPMC
US
Thank you Chunzh for the reply! That PDN Article is really helpful. Now the only thing is that - what is the best way to fix this issue for existing resolved cases?
Pegasystems Inc.
JP
pySLAGoal and pySLADeadline properties are important for SLA processing, however they don't have any impact on already resolved cases. You don't need to augment those values for resolved cases.
JPMC
US
Thanks Chunzhi Hong!! Actually we needed the report even for resolved cases to payout incentive to analysts who completed work within goal time but somehow we convinced business that we can only provide for new cases!
Pegasystems Inc.
IN
>>> we needed the report even for resolved cases to payout incentive to analysts who completed work within goal time
Goal & dead line properties are cleared in step #5 of OOTB final activity 'RULE-OBJ-ACTIVITY WORK- RESOLVE #20140421T083627.206 GMT'
so, running reports on History- class might help to generate data for resolved work objects...
Please share your thoughts/comments, Thank you!
psahukaru
JPMC
US
Thank you Phani Sahukaru!! The problem here was that there was no case level SLA defined at all, so both of these properties are empty in work as well in History table. so there is no straight forward way for us to determine the values for these 2 properties. Pls let me know if you feel otherwise.
Pegasystems Inc.
IN
true.. we need to try following alternatives...
please refer: pyActionPerformancetime or a custom report...(calculate resolvedAt value < goal time or < deadline time)
- Create a Report Definition in Work Class
- Apply Class Join on its History Class under Data Access tab
- Add all the required columns that stores action name, pyPerformer, pyTaskStatus etc...
- Apply filter condition on the property 'pyHistoryType' = 'F' denoting flow action (assignment) && pyStatusWork as resolved.
- Execute the report.
or for new work objects, we may need to override OpenDefaults, PerformDefaults & Close Defaults for an approximate work object resolution processing time.
JPMC
US
Thank you Phani for your response!
Actually new cases are fine as we have now defined case level SLA. While generating report for old resolved cases prior to defining case level SLA is not that simple as each case goes though tasks(assignments) worked on by multiple people but as per requirement the person who completed first task(assignment) is treaded as owner of that case. Another thing is that not all cases follow same life cycle i.e. some may go though flow X and some may go through flow Y etc.
Hi Chunzhi ,
Sorry to post different question over here, but it's related to OverSLA stuff only, I had gone through the article you posted in this thread.
Can't we have both Work Object SLA and Assignment SLA for the WO? .
we have a requirement like case should be resolved in a week despite of status of case,and In process flow we have a assignment SLA which is configured 8 days.
In that case ,Would a case consider the assignment SLA or OverAll SLA?
Will they interfere with each other? i.e. if the Overall SLA fires, will it cause the Assignment SLAs to fire as well?
Thanks,
Brahmesh.
Pegasystems Inc.
JP
You can have SLAs on both Case level and Assignment level.
SLA processing agent doesn't automatically resolve a case, you need to specify an escalation action for OverAll SLA dead line.
>Will they interfere with each other? i.e. if the Overall SLA fires, will it cause the Assignment SLAs to fire as well?
No. For any work object there is only one SLA can be processed at a time.
Once the work object resolved, assignment level SLAs will be removed.