Question
Virtusa Pvt Ltd
US
Last activity: 29 Nov 2016 11:25 EST
Assignment SLA get updated when wo transfer from WB to WL.
I've sittuation there is a work object under manager work basket we are transfering this assignment to user worklist using pxTransferAssignment OOTB activity. According to our requirement we need keep the same sla is to count the tenure of the work object from the time the assignment is ready (by the time the work object come to this perticular assignment), but it's resetting the assignment SLA when user transfer the work object. Has any one gone through the similar sittation? Please share your experience and thoughts.
Pegasystems Inc.
IN
Hi ,
I feel it as an expected behaviour, since if you transfer an assignment from WB to WL, the assignment gets deleted from pc_Assign_Workbasket and gets recreated in pc_assign_Worklist . During this process, the sla entry also gets deleted from pc_sys_queues_sla and recreated in it , and hence, it is resetting the assignment sla .
Others can share their thoughts .
Infosys
NL
The OOTB activity pxTransferAssignment has a boolean parameter "UpdateSLA". Please check if its set to true. By default its set to false and as per as per your requirement it should be set as false to ensure SLA not get updated.
Pegasystems Inc.
IN
As suggested setting UpdateSLA param to false will solve this issue. Let us know if you still face any issue.
Revert back with Pega version in that case.
Virtusa Pvt Ltd
US
Hi Rawap,
We tried with both options, if we didn't update SLA then there is no queue entry in sla queue table, then we tried with update SLA then there is entry in queue table but the SLA is resets and start to calculate term from the begining. either way it didn't work. BTW we are using Pega 7.1.7 version.
Pegasystems Inc.
IN
There are two SLA,
1. Work object SLA and 2. Assignment level SLA.
As you say , "According to our requirement we need keep the same sla from counting the tenure of the work object from the time its created, but it's resetting the assignment SLA when user transfer the work object. " I believe you need to use this work object level SLA feature.
Coforge Limited
IN
Hi,
The OOTB activity pxTransferAssignment has a boolean parameter "UpdateSLA". Please check if its set to true.
Please check in the below url. it might helpful to you.
https://community.pega.com/support/support-articles/sla-not-triggered-transferred-assignments