Support Article
SLA not working after transferring case using drag/drop
SA-30181
Summary
Service Level Agreement (SLA) does not execute after transferring a case from a workbasket to a worklist by dragging and dropping the assignment in the portal.
Error Messages
Not applicable
Steps to Reproduce
- Log in to the Case Manager portal.
- Select a workbasket.
- Drag and drop an assignment from the workbasket into a worklist.
Root Cause
A defect in Pegasystems’ code or rules. The SLA queue item was not updated.
Resolution
Perform the following local-change:
- Save the pyUDashWorkAssignmentDragHandle control rule from Pega-EndUserUI:07-10-17 into your application ruleset.
- Add the line of code highlighted below to set the UpdateSLA parameter to true when calling pxTransferAssignmentWrapper.
Before: (line#102) :
dd.onDragDrop = function(e, id) {
var target = pega.util.Dom.get(id);
var transferUrl = new SafeURL("pxTransferAssignmentWrapper");
transferUrl.put("AssignmentID",el.id);
transferUrl.put("DestinationType", target.getAttribute('data-type'));
transferUrl.put("DestinationName", target.getAttribute('data-userId'));
.....
After:
dd.onDragDrop = function(e, id) {
var target = pega.util.Dom.get(id);
var transferUrl = new SafeURL("pxTransferAssignmentWrapper");
transferUrl.put("UpdateSLA", true);
transferUrl.put("AssignmentID",el.id);
dd.onDragDrop = function(e, id) {
var target = pega.util.Dom.get(id);
var transferUrl = new SafeURL("pxTransferAssignmentWrapper");
transferUrl.put("AssignmentID",el.id);
transferUrl.put("DestinationType", target.getAttribute('data-type'));
transferUrl.put("DestinationName", target.getAttribute('data-userId'));
.....
After:
dd.onDragDrop = function(e, id) {
var target = pega.util.Dom.get(id);
var transferUrl = new SafeURL("pxTransferAssignmentWrapper");
transferUrl.put("UpdateSLA", true);
transferUrl.put("AssignmentID",el.id);
Published November 17, 2016 - Updated October 8, 2020
Have a question? Get answers now.
Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.