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Question

 Margot Desouches (Margot Desouches)
Sopra Steria

Sopra Steria
FR
Margot Desouches Member since 2020 1 post
Sopra Steria
Posted: Feb 1, 2023
Last activity: Feb 2, 2023
Posted: 1 Feb 2023 8:36 EST
Last activity: 2 Feb 2023 0:22 EST
Closed

Service case within SLA Reports

We have a business need to display a report for resolved service cases with sum of cases resolved whithin SLA/Goal/Deadline.

We created a report based on .pySLAGoal on .pySLADeadline but theses properties are cleaned when a service case is resolved.

Any idea how to solve this problem ?


***Edited by Moderator Marije to add Capability tags***
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Pega Customer Service 8.6
Case Management
Data Management
Dev/Designer Studio
Reporting
Senior System Architect
Team Lead
Support Case Exists

Posted: 3 years ago
Posted: 2 Feb 2023 0:22 EST
Gunasekaran Baskaran (Gunasekaran Baskaran)
Lventur
Delivery Head [PEGA]
Lventur
IN

@Margot Desouches

This is an OOTB feature, when the case is getting Resolved- Pega will remove both pySLADeadline and pySLAGoal property value in Resolve (work-) activity.

This is final activity we will not be able to customize it. If you want to use the goal and deadline after the case got resolved also, then instead of using OOTB Pega properties you can try to have your own application datetime properties in goal and deadline field. So that the goal and deadline value will be available inside case after it got resolved also.

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