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Support Article

SLA agent processevents is not working as expected

SA-14349

Summary



SLA is set early than expected (less than the standard 4 hours).


Error Messages



Not Application
 

Steps to Reproduce



1. Initially Assignment is in WorkBasket. SLA is defined for this assignment.
2. Do not perform any action when assignment is in WorkBasket, though goal and deadline is reached. Any user can pull the assignment from WorkBasket.
3. The goal time for the assignment is 4 hrs and if it resides in a worklist for more than 4 hrs without any work then an escalation activity routes it back to workbasket. 
4. When assignment is pulled, new goal time is set as newassignpage.pxgoaltime with currentdatetime+4hrs. This works fine for the first time any user picks the Case. From the second time onwards, the SLA is routing back the assignment to workbasket in less than 4 hrs. (for example, 2 hrs, 1 hrs, 2 mins; it is irregular).
 

Root Cause



A defect or configuration issue in the operating environment. The goal configuration is set only when the work object is present in the worklist. However, there is no modification of goal time after it moves from worklist to workbasket. 
 

Resolution



Perform the following local-change:

Set a goal time correctly when the work object moves from worklist to workbasket. 
Suggest Edit

Published September 29, 2015 - Updated October 8, 2020

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