Modify passed deadline for case level SLA rule
SummaryUser has configured a case level SLA and would like to modify passed deadline value of that SLA while the work object is in process.
Steps to Reproduce
- Configure case type SLA rule.
- To calculate the SLA goals and deadlines, use "Set the value of property" as calculations for service level.
Root CauseOne cannot change passed deadline value alone, since that involves the modification of a property that is involved in OverALLSLA.
Since the SLA that is involved here is overallSLA, which runs the sla on the whole WorkObject, it is not possible to set the pxLateTime on the assingment page related to this flow.
This (Overall SLA and its assign page) is internal and the properties on this page cannot be modified externally or while processing of WorkObject.
ResolutionSince, passed deadline is triggered and calculated from deadline time, suggested approach is to use pyAdjustSLA as the case wide local action and modify Deadline time.
Based on the deadline time, the passed deadline will be calculated accordingly.
Published August 2, 2016 - Updated August 10, 2016