Hi, When i worked earlier in 8.8 there is a requirement to change goal time, where we opened SLA queued item using ItemID (system-Queue-ServiceLevel) and updated pyMinimumDateTimeForProcessing. We used to have agents(ServiceLevelEvent) back then. The same use case i have encountered now in constellation (26). When i tried to open item using itemID i cant see any entry in system-Queue-ServiceLevel. but SLA, urgency are being set when assignment reached. How i can find queue item which i queued? hw i can open it and update goal time now?
Hi, newer versions use queue processors (pyProcessSLA).
Please also note that directly updating queue items through activities is not recommended as you can encounter locking/timing issues, instead I would recommend to use the ootb rules like pyAdjustAssignmentSLA(flow action) or pxAdjustSLATimes(activity and pass required parameters).