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Support Article

The 'Get Most Urgent' function does not work correctly

SA-55702

Summary



The 'Get Most Urgent' function does not work correctly. Some objects which are retrieved have lower than expected urgency, resulting in an incorrect order.


Error Messages



Not Applicable.


Steps to Reproduce

  1. Log in to the application
  2. Create work items that have Service Level Agreements (SLAs) and allow the SLAs time to launch


Root Cause



In the application, there were a few places where activities were used to move the work objects from a worklist to a workbasket automatically. When these activities were used, the options to update the SLA queue items were not utilized. Hence, the queue items were not updated and the SLA did not launch.


Resolution

Perform the following local-change:

Utilize the options to update the SLA queue items for the associated work when transferring a work object from a worklist to a workbasket.

 


 

Published July 23, 2018 - Updated October 8, 2020

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