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Question

 Stephen Hui (StephenH8102)
Morgan Stanley

Morgan Stanley
HK
StephenH8102 Member since 2022 1 post
Morgan Stanley
Posted: Nov 9, 2022
Last activity: Nov 10, 2022
Posted: 9 Nov 2022 21:09 EST
Last activity: 10 Nov 2022 1:17 EST
Closed

How to keep .pxUpdateOpName after SLA / Deadline is met

We have set SLA for most of the steps in our workflow.

We have a dashboard to track all the cases and the last updated user of the step so that any stakeholder would know who is the case stuck with

However when SLA/Deadline is met, the pxUpdateOpName gets updated by SLA to Agent(System-Queue-ServiceLevel.ProcessEvent) and people can longer track the actual person.

Is there any way to retain the human who last updated the case?

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Pega Knowledge 8.8
Case Management

Posted: 2 years ago
Posted: 10 Nov 2022 1:17 EST
Bhanu Prakash G (BhanuPrakash_G)
JPMC
Associate
JPMC
IN

@StephenH8102  Not an ideal approach but one way of retaining the value can be done using the below steps

1. Modify the escalation activity to add a step to copy the value of pxUpdateOpName to another property.

2. Write a On Save declare trigger with a when rule (pxUpdateOpName = Agent(System-Queue-ServiceLevel.ProcessEvent)) and an activity to copy back the value which was saved in step1 to pxUpdateOpName.

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