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Support Article

SLA not firing when WO is moved from worklist to workbasket

SA-21069

Summary



SLA does not fire when work object is moved from worklist  to workbasket.

Error Messages



Not Applicable

Steps to Reproduce



1. Create an interaction.
2. Configure SLA on an intent task.
3. Launch the intent task from the interaction.
4. Log in to CPM Manager Portal, and navigate to manager tools.
5. Transfer that work item to other workbasket.

Root Cause



Updating SLA queue item is missing in CAReAssignMulitpleWorkItems activity, which is invoked when transferring work object from worklist to workbasket.

Resolution



Apply HFix-26347.
Suggest Edit

Published March 24, 2016 - Updated December 2, 2021

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