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Support Article

SLA Agent is invoked for Resolved cases

SA-13376

Summary



Already resolved cases seem to be still impacted by automatic SLA processes. Few resolved cases have been identified by the Production users, the team then did the investigation and found out that the cases were resolved but there is an SLA activity that is executed on a particular day.


Error Messages



No error message is actually presented but unexpected activities are occurring on resolved cases.


Steps to Reproduce


 
  1. Create a WorkObject with an “Overall” SLA.

 
  1. Resolve a created WorkObject.
  2. After a few days the “Overall” SLA is triggered.


Root Cause



After having looking at the PegaRULES log files, a lot of FATAL error related to “OverallSLA” setting have been identified. The error was:
Cannot add requested number of business days: 730 to startDate Mon Apr 28 16:53:32 BST 2014 as it moves beyond calendar date range

Also, during a period of time and due to an invalid configuration, the system is updating the status without calling the Work-.Resolve activity.  So the ticket is not called and the OverallSLA remains for those resolved cases.

 

Resolution



As the Pega HELP file is mentioning, it is very important to have the needed calendar instances existing on the application:



A local change has been implemented, basically all needed future Data-Admin-Calendar instances have been created. It has been decided to run a deletion script on the database side to remove all unexpected OverallSLA left on the table:

Delete FROM pc_assign_workbasket where
pxservicelevelname like 'OverallSLA' and
  pxrefobjectinsname in (
    Select pyid from kyc_work where pystatuswork IN ('Resolved-Cancelled','Resolved-Withdrawn','Resolved-Approved','Resolved-Rejected')
    and pyid like 'W-%' )



The above change solves the problem.
 
Suggest Edit

Published September 1, 2015 - Updated October 8, 2020

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