Overall SLA Goal and Deadline Actions
Hi,
We have an Overall SLA defined for which we have configured both Goal and Deadline actions(Activity Run).
The Goal Action happens without any issues but when the deadline is expired, the SLA doesn't pick up the case for deadline processing.
And I couldn't find any sys queue instance after the goal processing happens. No lock issues or commit issues.
Any thoughts?
Regards,
Santhosh S
Accepted Solution
Infosys Technologies
IN
Hi,
I did find the root cause of the issue was, as part of Goal activity, we are calling OOTB acquireWorkObject on a child case within which both the newAssignPage and queuepage gets removed and hence the deadline queue is never persisted. Hence we did a commit of both newAssignPage and queuepage before calling the OOTB activity which seem to resolve the issue.
Thanks for the responses.
Regards,
Santhosh S
Pegasystems Inc.
US
What happens in the goal activity? If you trace the SLA processing the goal event, do you see it queue up the deadline event?
Pegasystems Inc.
IN
Hi Santhosh,
it could be that the Goal activity that you configured has something like a finish assignment call in it ? ,
If we are processing the assignment there in any way, then the Assignment record gets removed and also the related SLA records will be removed.
So, please let us know what exactly has been configured in the goal - activity.
Thanks,
Sai
Accepted Solution
Infosys Technologies
IN
Hi,
I did find the root cause of the issue was, as part of Goal activity, we are calling OOTB acquireWorkObject on a child case within which both the newAssignPage and queuepage gets removed and hence the deadline queue is never persisted. Hence we did a commit of both newAssignPage and queuepage before calling the OOTB activity which seem to resolve the issue.
Thanks for the responses.
Regards,
Santhosh S