Question
Morgan Stanley
IN
Last activity: 31 Jul 2020 3:26 EDT
Case not getting resolved when called by SLA
I have an issue in the work object getting resolved.Somehow the work objects are not getting lock.
When I see the service level queue items I can see the items there with the message as Save, Delete or Commit has failed because lock is not held.
Because of these our work objects are never getting resolved.
Any help will be appreciated
Thanks,
Nikita
***Edited by Moderator: Pallavi to change content type from Discussion to Question***
Updated: 14 Jun 2021 7:38 EDT
Pegasystems Inc.
IN
Are you acquiring the lock before you resolve the case? Could you please share more details of the activity which you are using in SLA rule to resolve the case?
Morgan Stanley
IN
In my flow most of the assignments are driven by SLA.
So at the end of the flow I am changing the status in the end shape of the floe.
But it is somehow not reaching the end shape.I suspect there is a wait shape before the end shape thats is responsible for this.
Morgan Stanley
IN
Well not everywhere this is happening for wait shape.
Wait type is timer with time of 5 mins.
But in the other flows where the same issue is happening does not have a wait shape.
but in many places we are resuming the flow actions through service activity
Pegasystems Inc.
US
Can you share screen shots of the flow configuration so we can understand the process? Have you traced the ServiceLevelEvents agent processing the item so you can see what happens? It would also be helpful to enable the Locking and Flow event types in the trace.