Question
Cognizant Technology Solutions
US
Last activity: 28 Dec 2020 11:03 EST
Transfer in Escalation Action not working after deadline
Hi,
I have an requirement wherein a assignment will be pended for some time using local action.
Then, assignment moves from Work Basket A to Work basket B.
When the goal & deadline time are elapsed, I called an escalation action " Transfer ".
Now, as per transfer action, assignment should be moved from Work Basket B to Work Basket A.
But here the Transfer action is not happening. I tried reassigning using activity too, but its not working. Any suggestions please.
Pegasystems Inc.
FR
Hello,
How about if you try it manually first? Is it working correctly? Can you trace a working and not working procedure to compare maybe.
Cognizant Technology Solutions
US
By manual, if you mean giving goal and deadline directly to the assignment & giving action in case type itself, then yes it is working absolutely fine.. but dont understand whats the issue with it when I pass the goad deadline through local action & then call an escalaction action
Pegasystems Inc.
IN
Hi,
Assignment instance and it's SLA instance are created when user first time lands on the assignment. As you are processing a local action , it does not recreate the assignment and thus the SLA instance is also not created. So, the new goal and deadline time is not updated. Please add a connector which will leave from the assignment and reach the same assignment. Use the local action flow action in the connector. This way, the assignment and SLA queue instance would be recreated.
Thanks
Saikat