Routing doesn't work properly when SLA rule added to the assignment.
An assignment has configured as route to a Work Basket. When a Service Level Agreement (SLA) rule added to same assignment routing doesn't work properly.
If removed SLA reference, it works fine. Is there a solution for this?
Accepted Solution
Upgrade to Pega 7.3.1 resolved the issue.
@CarissaW_GCS, There is no error message in UI. Case is getting routed to workgroup manager.
@SudhakarReddy, If the SLA rule is removed for assignment in flow rule, routing works properly.
Is the SLA configuration correct? Verify that, activity configured in SLA is reporting some problem. It could be value to the property isn't passing correctly or any other generic activity error.
Please run the use-case and share the tracer capturing it. Also PegaRULES log file for initial investigation.
@Asif_Hasan, I dont have access to a 7.1.9 environment now to get logs.
The issue was there even with a newly created SLA rule with no actions defined.