Question
Kelly Services
US
Last activity: 6 Sep 2018 9:41 EDT
How to reset SLA defined on a stage from a flow with in the same stage
Hello,
I have a case life cycle in which i have defined a SLA rule on second stage.
In this second stage, i have to provide Re-Assign facility as part of the work flow which i have defined in flow. When user takes this re-assign flow action, i want to reset the timer on current running SLA defined in that stage. I don't see the pxGoalTime either on newAssignPage or on pyWorkPage. I am not sure where the SLA goaltime and deadline time properties are when i define the SLA on a stage. Hence, i am not able to reset via newAssignPage or pyWorkPage. I am not sure whether SLA defined on a stage considers as a SLA on assignment or SLA on work.
Please help me how can we do this.
***Edited by Moderator Marissa to update platform capability tags****
Pegasystems Inc.
US
The stage based SLA data is on the pyWorkPage.pxFlow(pzInternalStageFlow) page. You would need to make sure that the queue item is updated as well when you change the values. You could see if the pxAdjustSLATimes activity works for your scenario.
Pegasystems Inc.
US
Please check below link, "Allowing users to reset service-level agreements" section for "pyAdjustSLA", "pyAdjustSLATimes" and "ChangeWorkSLA" flow actions.
As Carissa has mentioned that Service levels associated with stages use the flow pzInternalStageFlow to create the internal assignment for processing the service level.
When the stage is started, the DefineSLATimes activity will execute and you will see the service level data on the pxFlow(pzInternalStageFlow) page.
