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...
I guess those type of messages could also be happening right.
If you keep your worklist on the screen you may have an assignment gone because of an SLA agent taking it. So then If you try to action that same assignment without a proper refresh you will get that message.