Hi,

Our application have a screen where you can escalate a case to an Analyst role in the next stage. Similar to the mock-up below:

The assignment has an SLA applied which moves the case once it expires. However during my testing even when the case is open, I receive the following error when trying to escalate:

.pyCaseUpdateInfo.pyNewMessage:This case was updated by Agent(System-Queue-ServiceLevel.ProcessEvent) on Nov 5, 2020 12:19:16 AM at .

I can deduce the SLA expired and took over the case (even when the case was open...). So in the Escalate button I tried to add a When rule to not execute the local action which moves forward the case and instead execute a close tab (we are using Pega CS) therefore preventing the error, but this approach did not work :/ wonder if the When rule is referring a page that is no longer there since the SLA moved the case already...

Any thoughts or ideas are welcome.

Thanks

-Jose