Assignment sla is not processing
I have requirement...
1.I have an assignment and a local action configured on assignment.
2.When we perform local action we want to start sla and change the case status
Methods I tried..
1.I have configured an sla on assignment shape where we perform local action but sla is not processing
2.I have used Defineslatimes API activity in local action post activity and passed pyslaname it was working fine but it is overriding caselevel sla goal and deadline.
could someone share your ideas on this....
***Edited by Moderator Marije to add Capability tags***
Citi
IN
@IshaqS You can add that as a flow action connector instead of local action, set the status in post DT of the flow action and reconnect to the same assignment so that assignment gets created again and SLA gets automatically re-calculated.
Pegasystems Inc.
IN
Hi @IshaqS,
As per my understanding, SLA starts to work when an assignment is created. But for local action, I don't think any assignment will be created.
To quote Pega Academy "You can configure SLAs on case types, stages, processes, and Collect Information and Approval steps."
And looking at the requirement you have, when you perform local action you need to change the case status. This is just a regular functional use case based on the user action and nothing related to SLA, as SLA is based on time and not user action.
Please correct me if my understanding of the requirement or problem is wrong.