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Support Article

Null pyMinimumDateTimeForProcessing on SLA queue item

SA-45510

Summary



There are Service Level Agreement (SLA) queue items being created with a null pyMinimumDateTimeForProcessing value.

This is causing a number of items to be created in the pr_sys_queue_sla table that will not be processed.


Error Messages



Not Applicable


Steps to Reproduce



Create a case without populating the goal or deadline values.


Root Cause



An issue in the custom application code or rules where the SLA is based on a property value which is null.

Resolution



In this example, there are scenarios when the property used by the SLA rule will not be populated.

In these scenarios, an SLA queue item should not be generated for the assignment. This can be achieved by using a text property to dynamically set the SLA value on the assignment shape.

Prior to the assignment shape, the text property can be set to the desired SLA rule name or set to an empty string ("") if no SLA should be used for that instance.

Suggest Edit

Published November 7, 2017 - Updated October 8, 2020

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