Support Article
OverallSLA assignment remains after the case is resolved
SA-105015
Summary
OverallSLA assignment is not removed after the case is resolved. The issue occurs sporadically in the Production environment.
Error Messages
Error: Agent Assignment Complet+
Steps to Reproduce
- Create a case
- Keep the lock on the case until OverallSLA goal or deadline time is reached
- Resolve the case
- Verify if the OverallSLA assignment is removed
Root Cause
A defect in Pegasystems’ code or rules. The error assignment is set in the establishContext activity though the case is resolved.
Resolution
Perform the following local-change:
Increase the Service Level Agreement (SLA) goal or deadline such that the agent-user conflict does not arise. No actions are performed when goal or deadline is reached.
Published April 2, 2020 - Updated October 8, 2020
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