Question
DXC
SA
Last activity: 30 Apr 2019 11:02 EDT
ActionChangeWorkSLA OOTB activity does not create new queue or SLA
Hi All,
The "ActionChangeWorkSLA" OOTB activity is not creating the new SLA queue after removing the old one. Please see my scenario below.
Steps to reproduce.
We have applied a case level SLA.
Depending on one property from the particular case the goal and deadline time will be generated.
Once the goal and Deadline time generated the particular property which is used to create the SLA goal and Deadline can change.
In case if it is changed we are using "ActionChangeWorkSLA" to reset the SLA queue to set new goal and deadline Time.
Once the property value changes, the particular case goal and deadline is updated as expected and the old queue is getting removed from the SLA queue.
But the new queue is not getting generated soon after the old queue removed and it takes more than 10 minutes to process the goal action specified from the goalTime. Some times it is not getting created at all.
Please guide me if you gone through similar scenario. One important point here is I am using case level SLA and i cannot see any other OOTB activity to reschedule the case level SLA. ActionChangeWorkSLAProps also giving the same behaviour.
Regards,
Irshad
***Moderator Edit-Vidyaranjan: Updated SR details***
Accepted Solution
Pegasystems Inc.
US
Upon reviewing the associated Support Request, SA-70657 was generated as a resolution.
Please view SA-70657 ActionChangeWorkSLA activity requeues process later than goal if you are having the same question.
Pegasystems Inc.
FR
Hello,
Can you trace it? Why is it not working then, can you see the SLA instance correctly open on step 1?
You can also SaveAs this activity to create your custom one.
DXC
SA
Hi ,
Yes It is picking the correct SLA. I can see the old queue in Processing tab of Queue management.
I need to know one thing here. I am trying to remove the old queue and create a new queue with updated goal and deadline times. Am i using the correct OOTB activity? Is there anything else i can use?
Pegasystems Inc.
FR
Well,
I don't think we have an Out-Of-The-Box activity to achieve this really. Why don't you just create your own one based on the one you already working with.
DXC
SA
Okay Thank you for your input.
In order to delete an existing queue for a case. May i know how i can relate work object with queue and find the queue instance from Queue class to delete the record?
There is no such thing happening in the OOTB activity.
Regards,
Accepted Solution
Pegasystems Inc.
US
Upon reviewing the associated Support Request, SA-70657 was generated as a resolution.
Please view SA-70657 ActionChangeWorkSLA activity requeues process later than goal if you are having the same question.