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Support Article

SLA urgency on work object not being updated

SA-541

Summary



You observe that Work Objects with expired SLAs, which contain associated Goal/Deadline urgency updates that are not reflected in the work object current urgency value as viewed from the case management.

Error Messages



Not Applicable

Steps to Reproduce



In PRPC 7.1.4 or before, create a case based SLA from the details area of the Case Designer view. Then create a work object and monitor it once it's associated Goal and Deadlines have expired. The urgency will remain at the initial urgency value.

Root Cause



The root cause of this problem is a defect in Pegasystems’ code/rules. PRPC was incorrectly not updating urgency escalations coupled to goal and deadline events.


Resolution



This issue is resolved in PRPC 7.1.5.
Suggest Edit

Published March 27, 2016 - Updated October 8, 2020

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