Stage SLA issue when flow starts on temporary case
We have a requirement to close the case when user started it and haven't finished for 30 days (stays in the first stage). The option to create a temporary case is checked on the case settings. I created an SLA with the Goal of 30 business days and conditionally ((when pyID is present) run an activity pxForceCaseClose. I applied it on the first stage flow, it didn't work. I applied on the stage itself, it didn't work either (no records created in System-Queue-ServiceLevel class). Can somebody advise what I need to do to make it work?
Any help is appreciated!
Thanks,
Larisa
***Edited by Moderator Marissa to update Content Type from Discussion to Question***
Updated: 6 Mar 2020 16:00 EST
Pegasystems Inc.
FR
Hello,
I'm not sure if you can have SLA on temporary cases. Probably not, can you add a persist shape and check for a quick try?
Updated: 6 Mar 2020 16:00 EST
Coforge
IN
Hi Larisa,
So here why you are using temporary case. Basically temporary cases don't have ID and wont be saved to DB.
So try with general case where pyID exists and directly run pxForceCaseClose on that case and enable the "closeallcases" checkbox. You can use this activity in goaltime escalation activity of particular SLA rule. so this will automatically close that case and all related child cases if applicable.
Virtusa
US
Thank you Chandra for your reply. I know that the issue is with the temporary case, this is why I'm starting the activity just when pyID!="", however the SLA is not responding to this condition at all. Hence, the SLA will never START on the temporary case, is it correct statement?
Thanks,
Larisa
Pegasystems Inc.
GB
Hello,
The SLA doesn't start per se. The SLA is configured in the Case Type and it is created when the case is persisted to the DB. Then controlled and executed by the Service Level Events agent. This agent queries the items queued in the System-Queue-ServiceLevel class. If no data is persisted there no SLA would be processed.
Does this make sense to you?
Thanks,
Angel
Virtusa
US
Hi Herma. My SLA configured on the flow, not on the case, however the case persists in the middle of it, and even the condition I have in SLA to execute activity just when pyID created, doesn't help, the SLA is not kicking off at the beginning of the flow. Hence, the SLA can't start until the case is persisted to the DB.
Thank you.