Support Article

Modify passed deadline for case level SLA rule

SA-26315

Summary



User has configured a case level SLA and would like to modify passed deadline value of that SLA while the work object is in process. 


Error Messages



Not applicable


Steps to Reproduce

  1. Configure case type SLA rule.
  2. To calculate the SLA goals and deadlines, use "Set the value of  property" as calculations for service level. 


Root Cause



One 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.
 

Resolution



Since, 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

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