Question
CIBC
CA
Last activity: 16 Oct 2018 12:03 EDT
SLA action of advance flow
I have a requirement in which if the deadline of SLA of an assignment is hit, the process should automatically skip this assignment and go to next one.
I set up the two actions 1) data transform 2) advance flow with the next flow action.
at run time, the data transform is executed, but the advance flow seem not since when I open the work, it still stay at the assignment that is supposed to be skipped. I try change stage stead, works fine. that means my SLA setting is correct. My confusion is how to make Advance flow works? I tried to use activity "resume flow", same negative result.
any suggestion, thanks very much...
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Pegasystems Inc.
IN
Hi,
In the SLA, are you giving one of the outgoing flow actions configured on the assignment ?
Thanks,
Santhosh
CIBC
CA
Hi,
thanks for all of your responses.
I did try resume flow, same negative result.
as you can see in attachment, I have SLA on the first assignment. if deadline comes up and no action by the assignee, should automatically continue second Flow action.
please advice..
Thanks lot
Pegasystems Inc.
IN
Hi,
For the advance flow option, we should give one of the outgoing flow actions of current assignment. It can not be a flow action from other assignments. If your requirement is to advance flow to end shape, you can configure a ticket on end shape and set the ticket from SLA reaching deadline.
Thanks,
Santhosh
Accenture
AU
I know this is an old post but would like to answer for the benefit of others in the future...
If you need to advance from an Assignment to an End shape via SLA, instead of using the "Advance Flow" option, select Activity instead, enter performFlowAction and set the parameter actionName as your flow action. Leave all params as is. Ensure the assignPage is newAssignPage.
Pegasystems Inc.
IN
I have tried that out but it isn't advancing the flow to the end-shape. I have configured the SLA on Approve/Reject shape in the second stage.
Pegasystems Inc.
US
Is your stage at the final step and the stage is configured as "Wait for a user action" as opposed to "Automatically move to next stage"?
Is your stage at the final step and the stage is configured as "Wait for a user action" as opposed to "Automatically move to next stage"?
Is there security on the flow action that you are trying to resume such as Privilege or When rule - the person should queued the SLA on the assignment not possessing that Privilege or does not satisfy the When rule?
Pegasystems Inc.
IN
The stage is configured as "Automatically move to next stage". The SLA is queuing the assignment to the administrator instead of the desired operator.
Pegasystems Inc.
US
Was the assignment routed directly to the "desired operator"? What did you use as a routing activity? In other words, did you route to a workparty or a specific operator or "current operator"?
SLAs are queued to the Access Group of the assignment owner, Assign- .pxAssignedOperatorID.
Unlikely: did you route to an Operator not flagged as able to receive work?
Or did you route to a workbasket instead?
Pegasystems Inc.
US
Have you launched SMA (Designer Studio -> System -> Operations ->) to view the generated System-Queue-ServiceLevel record? (Agent Management -> System Queue Management)
What is the pyAccessGroup on that record?
Pegasystems Inc.
IN
Cannot obtain a lock on instance UVM-FOOD360-WORK R-126, as Requestor HHQW0P36ZKY0T8KGBIYMXDAIXP1H523JA already has the lock is the erro message.
Pegasystems Inc.
US
Then you need to close the case so that the SLA can get a lock on it.
Or you could use optimistic locking in which case the SLA will advance the case despite the case being opened.
What is the reason for moving the case forward automatically? Which is more critical, the user completing their work or moving the case forward when the SLA reaches its Goal or Deadline?