SA-17696

Summary

SLA is not triggered for assignments after transferring them from worklist to workbasket or vice versa, using the drag and drop approach in Case Manager portal.
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Error Messages

Not Applicable

Steps to Reproduce

Transfer an assignment (with an associated SLA) from worklist to workbasket or vice versa.
 

Root Cause

A defect in Pegasystems’ code or rules. On transferring the assignment from workbasket to worklist, the assignment is transferred but the queue item associated with the workbasket assignment is not re-queued with the new assignment details. Therefore, the SLA events are not fired after the transfer. This occurs because the Reassign activity (called during the assignment transfer) expects a parameter UpdateSLA to be true to re-queue the queue item, but this parameter was not passed during drag and drop and hence the queue item was never updated.

Resolution

Perform the following local-change: 

1. SaveAs pyCMWorkDraggable control in custom ruleset
2. Add the parameter in  the below code snippet (transferUrl.put ("UpdateSLA", true)) to the pyCMWorkDraggable control

3. Save the pyCMWorkDraggable control
4. Apply HFix-25313