Requirement: 

User wants to do urgency update on both case and assignment urgencies and the updated value should replace the existing case and assignment urgency values. After urgency update every one day urgency values on both case and assignment should increase by one.

We have implemented this functionality with SLA. SLA will run every day once.

Ex: Assume like case and assignment urgencies are like 50 and 60. If user does urgency update on both case and assignment with 80 and 70 then these values should update on the case as well as on assignment.

For this we have implemented a local action with two input properties for both case and assignment urgencies. These two properties are set to pxUrgencyWorkSLA for case urgency and pxUrgencyAssignSLA for assignment urgency. And all other properties in both pxUrgency & pxUrgencyAssign declare expression is made to 0. With this implementation updated urgency will replace the existing urgency values of both case and assignment.

As per this implementation user is able to replace the urgency values on case and assignment. The next day there should be increment on both case and assignment urgency values.

Here we have faced an issue with increment on case and assignment urgency values. As per the requirement once user does manual urgency update there should be an increment on case and assignment urgencies every day by one. This issue we found with existing cases (old cases).

But here there is no increment on case and assignment urgencies when user does manual urgency update for existing (Means case which are created long back or old cases) cases which are there in either work-list or work-basket . Issue because of, there is no update on Case SLA and Assignment SLA.

I have read one article in PDN regarding case urgency update, like if user does manual urgency update on case. There would not any increment on urgency. Because OverALL SLA flow will not create for this case on manual urgency update. So this is the reason there no Case SLA updates.

We have found the solution for this case urgency increment issue. We are starting OverALL flow after every manual case urgency update. With this we have resolved issue with case urgency increment.

We have not found any solution for the assignment urgency increment issue on manual urgency update.

Please find the screen shots attached for better clarification.

I am stuck with this issue, please provide me with some solution.

Message was edited by: Vidyaranjan Av | Included category