Support Article
pySLAGoal and pySLADeadline properties were reset as null
SA-1593
Summary
When a Service Request was created, user have noticed that pySLAGoal and pySLADeadline properties were being saved. However when the Service Request was resolved, these 2 properties were set to null.
Due to this issue, users were unable to calculate whether Service Request was been resolved within Goal or Past Goal or Past Deadline.
Error Messages
NA
Steps to Reproduce
1) Create a Service Request.
2) Open Clipboard (or DB) to check pySLAGoal and pySLADeadline properties values.
3) Resolve the Service Request.
4) again, check for these two properties value; they were reset and blank was shown.
Root Cause
Similar behaviour was replicable using PRPC as Out-Of-The-Box (OOTB) Flow by running ‘Start Support Request’ process. On observing the tracer, Step-5 in the Work-.Resolve activity (Pega-ProcessEngine:07-10-09 ) was setting the values for pySLAGoal and pySLADeadline as null. This step was added in the Work-.Resolve activity because there was no SLA event scheduled to take place anymore, since the work object has been resolved.
On running by commenting the above step (step-5 in the Work-.Resolve activity Pega-ProcessEngine:07-10-09 ) the resolved work object will have the pySLAGoal and pySLADaedline values.
Resolution
Following approach was suggested as a local change option - User can do a Save-As of the ‘UpdateStatus’ activity into their own RuleSet and workpool to use it.
- Do a save as of the ‘UpdateStatus’ activity into your own RuleSet and workpool, you can delete all the steps present in the newly saved activity.
- Add a step ‘Property-Set’ method, set the pySLAGoal and pySALADeadine values into local variables.
- Call ‘Work-.UpdateStatus’ activity, make sure that input parameters are passed properly.
- Add a step ‘Property-Set’ method, set the local variables values to pySLAGoal and pySALADeadine.
User can use pySLAGoal and pySLADeadline properties for their business functionality.
Published January 31, 2016 - Updated October 8, 2020
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