How to use SLA with workgroup without sending to Manager the request
I have problem when i put SLA to an assignment
First of all I want to distribute the requests from the users to the workgroup members based on the least workload so when i didn't put the SLA in an assignment it is work and it is distribute based on that
But when I put the SLA to that assignment its didn't distribute based on the least workload it send all the request to the manager of the workgroup
So, I want a solution when i add SLA it will work as before
***Moderator Edit-Vidyaranjan: Updated Platform Capability***
Pegasystems Inc.
US
Can you share screen shots of how you have the routing configured on the assignment and the SLA associated with it?
Tetco
SA
Hi , Thank you for your response.
Here I put the workgroup as in screenshot 1.png to the assignment and it distribution the work based on the least workload of the group user this is work when i don't put the SLA so it transfer the task to sara as in screenshot 4.png but when i put SLA in the same assignment it transfer the work to the manager Maram as in screenshot 5.png of the workgroup so i didn't want this i want to transfer the work to one of group user as before
Pegasystems Inc.
US
Thank you for the screen shots. I set up the scenario on my system but was unable to reproduce the issue. Can you trace the two scenarios and compare to see where the difference is coming from?
Pegasystems Inc.
FR
Hello,
I agree with Carissa, we need to check the configuration.
Have you tried to set the SLA with a background activity ? Still the same problem ?
