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****
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.
Posted: 4 years ago
Posted: 13 Jul 2018 19:38 EDT
Susan Liu (SusanLiu_GCS)
Senior Principal Engineer, Technical Support, Runtime Engine