Case should routed to Workbasket when the case is idle for 30 min
Hi All,
User opens the case from Work Basket on click on save button i have implemented to assign the case to current user (Work List).
when a case is in work List and case is idle for 30 min (no activity on the case for 30 mins),There is no lock on the case, if so case should automatically transferred to Work Basket.
am looking something which i can handle in SLA rule
Thanks,
Vikram
Updated: 14 Jun 2021 7:38 EDT
Pegasystems Inc.
IN
In the start of service level, use Dynamically defined on a property and do a property set on the case when the case is transferred to the worklist with current date-time, and use this property there.
In the Goal, set it as 30 mins and perform the action as Run Activity and in when rule check if there no lock and if the difference between update date time and current date-time is not less than 30 minutes and in the activity, you can call the required activity which transfers to Work Basket.
Updated: 10 May 2020 2:07 EDT
Novitates
IN
Hi Pavan,
This solution works but can you let me know do we have any OOTB when rule to check lock on Work Object and use of logic to check difference in update date time and create date time.
Updated: 14 Jun 2021 7:38 EDT
Pegasystems Inc.
IN
I think you can use "pzHasLock" when rule to check if the case has the lock, For the difference between the Date Time you can use "DateTimeDifference" function, Please find the syntax below,
@DateTimeDifference(.pxCreateDateTime,.pxUpdatedatetime,"m")
Updated: 7 May 2020 10:58 EDT
IN
Hi Vikram,
You can do using SLA rules or Wait shape
You can use Wait shape in flow
Give Time interval
After time interval Transfer back to workbasket using router activity
Set Param.SwitchToWorkbasket to true
Same goes with SLA rules
Hope this helps
Thanks