Question
Knowledge Expert
NL
Last activity: 14 Apr 2017 6:54 EDT
Assignment and work item status automatically changed to "resolved withdrawn"
Hi All ,
We have a scenario where once assignment & work item status reaches the deadline , after sometime the status of both automatically gets changed to " resolved-withdrawn"( this status is not configured for that flow ) .when checked in Audit trial it shows that status was chaged by the operator himself who created that work item once the deadline is met.We failed to reproduce this issue which happened in Prod. Any idea/ views about this ?
version: PRPC 6.3
Regards,
Priyanka
***Updated by moderator: Lochan to add Categories***
Pegasystems Inc.
IN
Hi
Do you have any ticket configured in your flow ?
I found one of the "How to article " which says how a ticket can suspend the flow processing and mark it as withdrawn ! Have a look at this : http://pdn.pega.com/node/1785
Pegasystems Inc.
IN
Hi
Can you give more details on the SLA deadline configuration ? Screenshot with details about escalation actions will do good !
If the history captures it as the user preformed task, then I don't think it's related to SLA (post deadline action) action. It might be possible that the last user who worked on the case might have a local action to resolve the case using which he/she might have 'Resolved-Withdrawn' the case.