We are on cloud and use Pega 8.3.2 platform. Our requirement is to send mail to users in a workbasket if a case resides in that workbasket for more than 5 days.
For this requirement we are configuring an SLA rule with escalation activity upon time breach.But this activity is not being invoked even after the time surpassed.
We have tried -
Configuring only goal/only deadline/ only passed deadline with escalation activity/notify assignee/advance flow.
Configured the Custom SLA /Existing SLA on the flow rule in case type.
Changed the 'Calculate Service Levels' from 'Interval from when assignment is ready' to 'Set to the value of a property'and gave time as well.
But it had never triggered the email, upon investigation found that always the case was routed to 'Broken Process' in the 'System-Queue-ServiceLevel' instances. Upon opening the instance found the error as -
.pyWorkParty(Interested).pyWorkPartyUri: The party named System cannot be looked up as an operator record.
Can you please help resolve the error, is it because of this error - request is not being queued - SLA escalation activity is not getting invoked?
***Edited by Moderator Marissa to update Platform Capability tags****
How is the notification set up? The message here shows it is trying to look up the data for an Interested work party but it is set to System, which would not be a valid operator. What are the work party values for these items?
Posted: 1 year ago
Posted: 28 Aug 2020 2:55 EDT
Marc Lasserre (MarcLasserre_GCS)
Senior Principal Engineer, Technical Support