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Support Article

SLA is not updated when assignment is routed from WB to WL



An assignment is being transferred from a workbasket (WB) to a worklist (WL) but the queue item for the service level agreement (SLA) is not updated.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Create a flow with an assignment shape.
  2. Route the assignment to a workbasket.
  3. In the notification activity for the assignment, create an activity that will reassign the assignment to a user.

Root Cause

An issue in the custom application code or rules. The reassign is being executed as part of the notification activity for the assignment. 
At that point in the process the queue item has not been committed to the database yet.


Perform the following local-change: 

Instead of doing the reassign as part of the notification activity, have a workbasket assignment and a worklist assignment and use a decision shape in front to route to the appropriate assignment.


Published June 7, 2016 - Updated October 8, 2020

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