Is it possible to stop SLA completely for a particular process?
Hi all,I have a requirement like from actions buton if I select Pend Request then the case should be not at all updating its goal and deadline.The SLA calculation should stop and there is no number of days mentioned that upto when we dont want to calculate SLA. We just want that until and unless the case is in ending state the SLA should not come into picture.
Plz find attachment
Accepted Solution
Updated: 15 Mar 2024 4:34 EDT
Bits in Glass
IN
@TanyaS58 when SLA is triggered for an assignment, a SLA instance will be created in SLA table and reference will be there in clipboard under pxflow. For Pend request, in the post activity of the flow action what you need to do is use pyReassignAssignment/pxTransferAssignment to route it another Work queue and remove SLA instances(page-remove of pxflow under pyworkpage and obj-delete SLA instance from table)
https://support.pega.com/question/remove-service-level-agent-work-object-assignment
When you want to trigger SLA again, use the same reassign activities again to route it actual work queue and SLA will trigger again and SLA instances will be created again.
Maantic Technologies Pvt Ltd.
IN
Please check activity pxAdjustSLA. This activity applies a Service Level rule to an existing assignment enabling the change of SLA properties on the assignment -- e.g., goal time, goal action, urgency boost, etc.
Alternatively to completely stop the SLA you can route the case to a different assignment (say a Pend Work Queue) which does not have any assignment SLA. And then when you need to unpend the case you can route it back to an assignment which has SLA in it.
Pegasystems Inc.
CA
Technically, you can't stop the SLA unless you move to the next assignment in the workflow.
Pend Request - Reset the Goal and deadline time to a higher value and invoke pxAdjustSLA once the user clicks on Pend Request
Once the user received the document or clarifications for Email Triage case, then change the Goal and deadline based on your requirement and then invoke pxAdjustSLA to reset the SLA.
Accepted Solution
Updated: 15 Mar 2024 4:34 EDT
Bits in Glass
IN
@TanyaS58 when SLA is triggered for an assignment, a SLA instance will be created in SLA table and reference will be there in clipboard under pxflow. For Pend request, in the post activity of the flow action what you need to do is use pyReassignAssignment/pxTransferAssignment to route it another Work queue and remove SLA instances(page-remove of pxflow under pyworkpage and obj-delete SLA instance from table)
https://support.pega.com/question/remove-service-level-agent-work-object-assignment
When you want to trigger SLA again, use the same reassign activities again to route it actual work queue and SLA will trigger again and SLA instances will be created again.
Cognizant
IN
@Anoop Krishna will check this approach
Updated: 15 Mar 2024 1:23 EDT
Cognizant
IN
@Anoop Krishnasmall confirmation I received from my lead its that we dont want to route the case to another workqueue.We will be doing the pend from local action and case will remain in our default workquue which is Digidocs workqueue.Now how can we completely stop the sla ?as I tried to call a DT in post processing activity to make the SLA as zero,and in that DT i gave pySLA GOAL and deadline as 0 however it was throwing a runtime exception.
Bits in Glass
IN
@TanyaS58ok, then in that case obj-delete SLA instance from SLA table and page remove reference from pxflow. SLA will be off for the assignment. To retrigger, you can call set goal and deadline and call pyAdjustSLAwrapper which will again create SLA instances and reference in pxflow.
Updated: 15 Mar 2024 4:13 EDT
Cognizant
IN
@Anoop Krishna how will i know which instance to delete from the SLA Table?i mean for my particular case it should be deleted that how will I get ,if i use pxAssignmentHandle to browse will it delete all the instances of the table?
Cognizant
IN
@Anoop Krishna actually it didnt work for me like while browsing with pxAssignmentHandle i was getting exception error.
Updated: 15 Mar 2024 4:36 EDT
Cognizant
IN
@Anoop Krishna Thanks anoop that obj brose and obj delete part didnt work for me, however I used remove pxFlow page and before doing that I reset the goal and deadline properties to null in the post processing activity and it worked.Thanks
Sis- Solução Integrada De Sistemas
BR
@TanyaS58 Hi, I have the same requirement as you! Did you use remove page pxFlow in the same post processing activity where you reset the goal and deadline properties to null?