SLA with Repeating Goal Deadline
Hi,
I am working on a project on 7.1.9 where the SLA is to have a repeating goal time to increase urgency for the case
Eg
| Time to Deadline | pxUrgencyWork value |
|---|---|
| 5 hours | 30 |
| 4 hours | 40 |
| 3 hours | 50 |
| 1 hour | 80 |
| 15 minutes | 90 |
| 5 minutes | 100 |
I am currently trying to run the Goal off a property GoalDateTime and attempting to have the system recalculate the property to use that for further calculations.
Unfortunately what happens is the system will run the first iteration and then exit. The GoalDateTime is updated, but the system does not re-run the Goal SLA activity. (As per documentation)
In the SLA there are activities which need to run both on Deadline and Post Deadline activities.
Is there an alternative way to go about having an SLA with a repeating Goal Time to be used for calculations?
Thanks
Accepted Solution
Pegasystems Inc.
AU
I managed to resolve this issue.
Activity ActionChangeWorkSLA allows the SLA to be refreshed on certain conditions.
Adding this as an additional activity on the Goal, it resets the SLA (including the Goal time) to allow the SLA to continue being processed.
This allows for the Deadline and Past deadline activities to remain unchanged while allowing the Goal to be refreshed multiple times.
Pegasystems Inc.
FR
Hi Ben,
Your "GoalDateTime" is updated and you can see the SLA instance correctly updated as well ? Can you see your activity name on said instance as well ?
Accepted Solution
Pegasystems Inc.
AU
I managed to resolve this issue.
Activity ActionChangeWorkSLA allows the SLA to be refreshed on certain conditions.
Adding this as an additional activity on the Goal, it resets the SLA (including the Goal time) to allow the SLA to continue being processed.
This allows for the Deadline and Past deadline activities to remain unchanged while allowing the Goal to be refreshed multiple times.