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Support Article

OverallSLA assignment remains after the case is resolved



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

  1. Create a case
  2. Keep the lock on the case until OverallSLA goal or deadline time is reached
  3. Resolve the case
  4. 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.


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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