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Support Article

Reset SLA is not working for Transfer Escalation Action

SA-4770

Summary



User is transferring the cases to the work basket once the case has breached the deadline time,but SLA is not getting reset/re-initiated even though checked the Reset SLA ? in transfer escalation action in SLA rule.
Requirement : SLA should be reset as soon as work object/Assignment gets escalated to the Work basket, and assignment is gets routed the work basket,but SLA is not being reset. This feature is working in 7.1.5 version.

Error Messages



SLA is not getting updated for transfer assignments.


Steps to Reproduce



create a SLA rule , configure the escalation action as Transfer at deadline time to route the case/assignment to the work basket and Checked Reset SLA ? under Transfer action. Hence case is get's routed to escalation WB, but SLA is not being reset.


Root Cause



The root cause of this problem is a defect in Pegasystems’ code/rules. Though the reset sla check box is provided,no logic is provided at the back end to reset the goal and deadline time once the goal/deadline has passed.



Resolution



This issue is resolved through the following local change: on Deadline,an escalation activity is written which provides the functionality of reset sla which basically dequeue the entry with the old assignment handle and enqueue with the new handle to get the OOTB SLA features

Published January 31, 2016 - Updated October 8, 2020

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