Question
_VOIS
IN
Last activity: 27 Apr 2020 2:13 EDT
How to Pick Specific Business Calendar by Standard agent Based on Region?
We are having a requirement, we have created multiple calendars in the application for different Regions. During the standard agent execution, which calendar would be picked? I have searched and I got only related to the access group but nothing for the calendar. We user below function for Calculating SLA using Declare Expression.
@(Pega-RULES:BusinessCalendar).addDays(@DateTime.CurrentDateTime(),D_SLAConfig[Step:"Vendor Confirmation",Region:.Region,UrgencyFlag:.PurchaseReq.UrgentFlag].Urgent,true,OperatorID.pyCalendar)
If case processed by Operator, it will take Respective Business Calendar. If the Case is processed by Agent or Wait shape How the Business Calendar Changed as per Region.
Lantiqx
GB
Hi,
Yes, Standard agents(i.e SLA) will not have Operator context. They only have access group context from queued operator.
We can do it in few different ways,
1) If calendars are different for different regions have decision table to return the calendar basing on region and pass the calendar name to Function.
2) If region is same across the case life Cycle, have a property on case primary page(pyWorkPage) RegionCalender which can be used in all the places.
3) Normally(most fo the times) we create calendars with the same name as region, then we can use region property itself.
Hope this helps.
Thanks