SA-17003

Summary

When an assignment is completed the activity Assign.AddWorkHistory use the property Assign- •pxGoalExecute to determine the right value for the .pxAssignmentPastGoal property. DWH use this value to determine the plan date of completed assignments.

However for many completed assignments the Assign- •pxGoalExecute is 0 even if the assignments are completed after the plan date.
 

Error Messages

Not Applicable.

Steps to Reproduce

1) Create a SLA rule with short GOAL, DEADLINE and PAST DEADLINE values

2) Associate the SLA rule in the assignments.
3) Create a workitem and keep the assignment open until the SLA| agent has executed.
4) Look at the worklist to see the Urgency of the workitem has NOT been updated.
5) Open the workitem and resolving it.
6) Run RULE-OBJ-REPORT-DEFINITION HISTORY-WORK- PYAGEASSIGNMENT and can see the pxAssignmentPastGoal has a value of 0.


 

Root Cause

This reason of this miscalculation happens when the SLA is fired when the workitem is locked by an operator, then the SLA will not be able to update this property. If the operator then completes the assignment, the pxGoalExecute property still has the wrong value of zero.

Resolution

To achieve the specific requirement, the developer must implement custom logic involving calculating the time difference involving the below properties:

.pxTimeCreated (The time the assignment was created)
.pxAssignmentElapsedTime (Duration of the assignment) 

SLA properties:
.pyLateDefaultDays
.pyLateDefaultHours
.pyLateDefaultMinutes
.pyLateDefaultSeconds