Question
IBM
CN
Last activity: 20 Feb 2024 20:39 EST
what happen if a pessimism lock case is locked when SLA breach and need update the case
what happen if a pessimism lock case is locked when SLA breach and need update the case.
E.g. a case is locked by one if its assignment is open.
At this time a SLA breach and it need update the case (e.g. perform Advance Flow, calling ResumeFlow, etc.), what will happen?
Will SLA retry? If so what's the internal time / max time for the retry?
Accepted Solution
Updated: 20 Feb 2024 20:39 EST
Pegasystems Inc.
CA
Yes. SLA agent will execute later and perform the necessary actions on the case.
Thanks,
Aaseya IT Services Pvt LTD
SA
Ideally PEGA should not allow the SLA action to be performed if the Assignment is being worked on. SLA should not be able to update it unless the current lock is released or updated on that assignment
IBM
CN
Per our testing, the SLA action can run (defer) after the case lock release if the case was locked at that time SLA breach. So the SLA action is NOT lost.
Our testing SLA action is to run activity ResumeFlow.
So we'd like to know the what SLA do in background to make sure it can run later if case locked, e.g. retry?
Accepted Solution
Updated: 20 Feb 2024 20:39 EST
Pegasystems Inc.
CA
Yes. SLA agent will execute later and perform the necessary actions on the case.
Thanks,