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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

  1. Log in to the Case Manager portal. 
  2. Select a workbasket. 
  3. 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:
  1. Save the pyUDashWorkAssignmentDragHandle control rule from Pega-EndUserUI:07-10-17 into your application ruleset.
  2. 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);
 ​

Published November 17, 2016 - Updated October 8, 2020

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