I have a requirement where a case reaches a particular assignment (WB). After the case reaches this assignment, we have a job scheduler that runs every 3 hours to fetch cases from this WB and send information related to these case to a third party vendor in the form of a file. Once the case is sent, the case is moved to a different WB within the same assignment. From this point, we would have to wait for 5 days to receive a response from vendor. Once we receive a response back from the vendor this case needs to be moved to a different WB within the same assignment, after populating relevant information. If we don't receive a response, then the case has to be moved to an error WB within the same assignment for the users to work on. My question is how we could achieve this with a SLA rule since the case is moved around to different WBs in the same assignment. My SLA has to start only after the case is sent to the vendor (the time of which depends on when the job scheduler picks up the record). I might not know the time upfront to use on the SLA rule. We used a delayed queue processor to handle this scenario, by pushing the case to queue once job scheduler sends this record. This works absolutely well. But I would like to know if there is a better way to handle this using SLA rule itself.
***Edited by Moderator: Pooja Gadige to add capability tag***
@VEERAKUMARK7 - When you are reassigning the case to different workbaskets, you can reset the SLA by using a functionality similar to ChangeAssignmentSLA (check the post action of this flow action). This allows to reset the SLA from the timepoint when the response is received and the case is moved to the workbasket.