I have one requirement . I have set one assignment SLA when the case is assigned to worklist, there will be no SLA if case assigned to workbasket . When I transfer my case from worklist to workbasket , I wanted to clear SLA running on the current assignment, Any idea how I can reset SLA ?
***Edited by Moderator: Pooja Gadige to move from Pega Academy to Product, add capability tag***
With pega OOTB reassign api activity we would not be able to handle assignment SLA trigger based on worklist/workbasket conditionally..
We might need to build some custom logic for achieving this requirement.. When a case is assigned to workbasket, you need to have logic to dequeue the sla request which has been queued to agent and then you can have your logic to delete SLA entry from System-Queue-ServiceLevel table.
When a case is getting reassigned to users, by using pega OOTB functionality you can update sla..
Another one option would be, not sure whether this will help you in your business..You can have sla getting initiated for the assignment always irrespective of routing type (worklist/workbasket), inside sla goal, deadline and passed deadline have a when rule in action set, and conditionally execute the action set only when the assignment got routed to an user..