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SLA is not triggered for transferred assignments



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.

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.


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

Published January 31, 2016 - Updated October 8, 2020

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