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Support Article

SLA Commit does not occur when ResumeFlow is invoked in activity

SA-87567

Summary



The OverallSLA contains an activity that is invoked when the Deadline is reached. This activity invoked the ResumeFlow with the following parameters:
  1. flowAction
  2. flowName
  3. calledFromServiceLevel
Though the activity is invoked and the ResumeFlow occurred, the work object is not committed.


Error Messages



Not Applicable


Steps to Reproduce

  1. Create a FlowAction with an SLA - WaitingForSellerResponse flow action.
  2. Include an OverallSLA for the work object.
  3. Retain the work object in the WaitingForSellerResponse flow action.
  4. Create an activity (testactivity) to invoke the ResumeFlow for the above flow and action.
  5. Invoke the testactivity when the deadline reaches the OverallSLA.


Root Cause



An issue in the custom application code or rules.
The obj-Save was performed at the custom activity which overrode the SLA data. Hence, the commit was not performed.



Resolution



Perform the following local-change:

Remove the Save operation in the activity. The agent will manage the Saves and Commits.

If the Save operation is required, handle the commits explicitly.
Suggest Edit

Published October 8, 2020

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