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Support Article

SLA Agent Behavior in 6.1 SP2 is incorrect

SA-10512

Summary



After upgrading from PRPC 5.1 to PRPC 6.1sp2, users see that custom  Service Level Agreement (SLA) functionality is not working, and updated SLA Goal values are not taking effect.

Error Messages



Not Applicable

Steps to Reproduce



Attempt to update the Goal time for a custom SLA, and observe the time the SLA processes.

Root Cause



The root cause of this problem is a defect in customer application code/rules that did not take into account the changes to SLA processing between 5.1 and 6.1.

Resolution



The explanation for this behavior is as follows: SLA processing is now done via the Queue Manager, directly updating the SLA properties on the assignment will not affect the assignment's associated System-Queue-ServiceLevel instance (SLA queue item). To update the SLA queue item, use the out of the box activities ActionChangeWorkSLAProps and ActionChangeAssignmentSLAProps.

Published June 12, 2015 - Updated October 8, 2020

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