Support Article

Stage SLA updating wrong urgency property

SA-35131

Summary



The user has a case type set up with a case-wide SLA - data transform pyDefault (for the work class) sets pySLAName to the desired service level rule.
The case-wide service level rule defines initial urgency = goal increment = deadline increment = 0.
The goal and deadline are set many days into the future.

The case has three stages that each have a stage SLA set:

The stage 1 SLA sets initial stage urgency of 20, and defines goal and deadline from properties.
The goal and deadline for this stage SLA are set several hours into the future.

The stage 2 SLA sets initial stage urgency of 20. Goal is set for 6 minutes and goal urgency increment is 30. So when goal fires I expect resulting urgency (from the stage SLA) of 20 + 30 = 50.

The user created a case and moved it into stage 2 (so the stage 1 goal and deadline did not get a chance to fire).
At this time the case SLA goal/deadline times were many days in the future.

The user waited until after the stage 2 SLA goal should have fired.

On the case it is expected that work urgency of 50 - from stage 2 goal SLA urgency = 20 + 30 as mentioned earlier.

However it is observed that the work urgency was set to 70.

Looking at the clipboard the expected scenario can be defined as :

pxUrgencyWorkSLA = 0 (because the work SLA initial urgency is 0 and the goal for this SLA was many days into the future)
pxUrgencyWorkStageSLA = 50 (because the stage 2 SLA initial urgency is 20 and the goal increment is 30)

What ther user saw:
pxUrgencyWorkSLA = 50
pxUrgencyWorkStageSLA = 20

And resulting work SLA is sum of these = 70.

So conclusion:
When stage 2 SLA goal is firing, the service level agent is updating the pxUrgencyWorkSLA instead of the pxUrgencyWorkStageSLA.



Error Messages



Not Applicable


Steps to Reproduce

  1. The case type First registration is set up with a case-wide SLA. The service level rule defines initial urgency = goal increment = deadline increment = 0.
  2. The data transform pyDefault (for the work class) sets pySLAName to the desired service level rule.
  3. The case has three stages that each have a stage SLA set .
  4. The first SLA for 1st stage (Ex- StageOneSLA) sets initial stage urgency of 20, and defines goal and deadline from properties.
  5. In Second Stage 2nd SLA is applied with Initial stage urgency is 20. Goal is set for 6 minutes and goal urgency increment is 30.
  6. Created a case and moved it into the 2nd stage. At this time the case goal/deadline times were many days in the future. Waited until after 11.51 when the stage SLA goal should have fired. On the case the work urgency was now set to 70.


Root Cause



Urgency value is getting added twice.Make the change in ExecuteSLA activity to make sure that urgency value for stage and step are updated correctly.

Resolution



Apply HFix-32517 to resolve this issue.

Describe what changes will be made for this hotfix
Make the change in ExecuteSLA activity to make sure that urgency value for stage and step are updated correctly.

Published March 16, 2017 - Updated April 24, 2017


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