Reset Stage level SLA
I have a Case with 3 stages, In second stage i have defined a SLA rule which send an email notification when it reaches goal time
Scenario-1: When the case routes from stage-1 to stage-2, the SLA that is defined on the Stage-2 (not assignment level, but over all stage level) kicks off. If user takes re-assign action in stage-2 process before the SLA goal time reaches, then with the help of OOTB pxAdjustSLATimes activity, i am resetting the SLA on pyWorkPage.pxFlow(pzInternalStageFlow) as it is at the over all stage level but not at assignment level, and hence, SLA goal time is getting reset accordingly.
Scenario-2: When the case routes from stage-1 to stage-2, the SLA that is defined on the Stage-2 (not assignment level, but over all stage level) kicks off. If user takes re-assign action in stage-2 process after the SLA goal time reaches, then with the help of OOTB pxAdjustSLATimes activity, i am resetting the SLA on pyWorkPage.pxFlow(pzInternalStageFlow) but the SLA is not getting reset and re-queued. So in this scenario, i want to re-initiate and re-queue the SLA again as the process is still in stage-2 with new goal time.
Any Expert suggestion will be helpful..
Pegasystems Inc.
US
pxAdjustSlaTimes doesn't work for internal assignments like pzInternalCaseFlow and OverallSLA.
For resetting case level SLA, you can use changeWorkSLA flow action.
Coming to stage level SLA, I'm not aware of any ootb actions that work.
Just a thought, You can write a utility to dequeue and queue the SLA(Look into ActionChangeAssignmentSLAProps activity to see how to de-queue and queue SLA).