can we have two SLA on same assignment.I need to add SLA based on local action.
We have one assignment and we already have one SLA added to it.
As per new requirement I need to add one local action on that assignment and when user clicks on sumbit case will be routed to same workbasket and case will be on same assignmnet,
Now,here i need to implement SLA so that if no one picks WO from that assignmnet.SLA should be triggred and case should be routed to some other workbasket while assignment remains same.
Please let me know if any1 have any idea,
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Pegasystems Inc.
IN
Hello Rajiv,
Please check below discussion if it helps .
Thanks,
Arun
Pegasystems Inc.
IN
You can give a try with the below approach :
1)On the localaction, configure a pre activity
2)Perform the obj-open-By-Handle of the sla that got applied on that assignment on to the service level page.
3)Property-Set the required values : pyUrgencySLAGoal,pyUrgencySLADeadline
4)Obj-Save of the slapage
Thanks,
Gisela
Pegasystems Inc.
IN
As per your requirement it looks like that you want to re apply the SLA on same assignment rather than applying two SLAs. There are APIs for changing the SLA on assignment. Look at pxAdjustSLA and pxAdjustSLATimes APIs.
Let us know if this helps or you need more information :)
wipro
IN
HI ,
I want to apply another SLA on same assignment. Like if user select for local action and submit local action then new SLA should be called else old SLA should only be available to user.
Thanks
wipro
IN
HI ,
I called pxAdjustSLA in post activity of local action and when i submitted ,it picked up new SLA(workinga s expected) .But if I open old assignment and submit then old SLA should be called again ,but it is not happening.Can u help me how old SLA will fire again.I mean switching of SLA based on action taken by user,
Pegasystems Inc.
IN
Could you explain your requirement in little more detail? I am actually confused by statement : based on action taken by user.
Also what are the actions you want to take in old SLA and new SLA?
Thanks :)
wipro
IN
Hi ,
Below is the requirement:-
We have one assignment say "X" and we have one SLA running on it .Now in same assignment we are adding new local action which is basically pending the case for some time frame.The case wil now get routed to some workbasket and if user does not pick and work on this WO then SLA should be fired and it should get routed to some workbasket..
Pegasystems Inc.
IN
If I understand your requirement correctly. You are using the term assignment, case and wo. But you are referring to assignment always. Is that correct ?
Instead of case will now get routed, it is assignment will get routed ?
wipro
IN
Hi ,
Sorry for delay,Please find requirment in details:-
1.We have one assignment where SLA is implemented.when case is craeted and user dosent pick up the work from workbasket ,SLA gets triggered and after certain number of days case gets routed to other workbasket.
Now we are implementing local action called"Pend case"where on the same assignment user can pend the case to certain number of days and if agent dosent work on this pended case ,WO will be routed to some Wb based on SLA.(this is new SLA what we have to implement).
My question since we already have one SLA added in assignment shape how can we add new SLA .
Thanks
Cognizant
IN
Try to go for assignment level sla and flow level sla. though you have to check how many assignments you have in the flow, if one this approach you can think upon otherwise you can use tickets on end shape which you can refer in reaching deadline in all the assignments.