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OverallSLA assignment is not completed when work object resolved



The work object is resolved but the OverallSLA assignment does not complete. The assignment remains in the pc_assign_workbasket table.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Create a work object with an overall SLA (service level agreement).
  2. Resolve the work object.

Root Cause

An issue in the custom application code or rules. The activity used to resolve the work object, sets the status to Resolved-Completed using a Property-Set but the Status-Resolved ticket was not set. 


Perform the following local-change:

Call the UpdateStatus activity instead of using the Property-Set step to set the status to Resolved-Completed. 
The UpdateStatus activity calls the Resolve activity, which sets the Status-Resolved ticket used to end the OverallSLA flow.


Suggest Edit

Published January 31, 2016 - Updated October 8, 2020

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