S&P Global, Inc.
Last activity: 19 Apr 2017 3:24 EDT
SLA pxGoalTime and pxDeadlineTime values are set to NULL when assignment is created
We have configured an SLA for an assignment. When the assignment is routed to the user's worklist, SLA should be triggerred. But the SLA agent is not picking the queued item from the pr_sys_queue_sla table because the goaltime and deadline time is not being set in the newAssignPage.
The above behaviour is noticed when only when we create the child case and route it to the the user's work list. In the other scenarios it works as expected.
Any help on the above is highly appreciated.