Question
Cognizant
IN
Last activity: 27 Dec 2022 12:05 EST
How to set and raise ticket
I have SLA on the first assignment. if deadline comes up and no action by the assignee, should automatically continue second Flow action so for this how to set and raise ticket because advance flow action not working
Hexaware Technologies
US
On the assignment where the case needs to jump after deadline time got completed in that assignment configuration - configure your ticket name.
In the deadline activity you could use Obj-Set-Tickets method and initialize the ticket name, when ticket is getting initialized automatically case jump to the needed assignment.
Attached screenshot for reference.
Please refer below mentioned article to get more information about ticket.
Tickets in PEGA – its Configuration, Usage & Execution - OneStopPega
Updated: 26 Dec 2022 7:19 EST
Cognizant
IN
Hi @Gunasekaran_Baskaran I tried in that way but not working. after deadline time i refreshed case but it will not jump to the second flow action. I have attached Screenshots.
Please check and give advice.
Thanks.
Atos India Pvt Ltd
IN
@DhanshreeI - I think you have added the ticket on the same assignment of the Deadline, which ideally does not make sense.
You will have to add ticket on the next assignment where the jump has to happen.
You can also try Advance flow or ResumeFlow activity instead of Set ticket.
As Best practice it is better to call SetTicket activity.
Hope these information helps.
Cognizant
IN
@BincyJ48 Previously I tried with AdvanceFlow, ResumeFlow but same negative result and now I set Ticket on second assignment but not moving to second Flow Action.
Please help how to second Flow Action will work.
Thanks.
Hexaware Technologies
US
Can you please post your case life cycle screenshot, it will help us to give proper solution.
Please trace the SLA agent and check whether ticket is getting initialized properly and while system trying to move the case to next assignment you are getting any exception like that.
Cognizant
IN
I traced Agent ServiceLevelEvents but unable trace.
I have attached screenshots for life cycle and SLA agent.
Thanks.