Our approval workflow is entering an infinite loop when we use a Wait shape for time-based escalations. The flow is supposed to wait 48 hours for manager approval, then escalate to senior management if no action is taken.
What’s happening: After the Wait shape timeout, the flow goes back to the original approval assignment instead of proceeding to escalation. We’ve checked the Wait shape connector logic, and it appears correct - the timeout connector points to the escalation step. However, there seems to be some interaction with our SLA configuration that’s causing the loop.
The case gets stuck in this cycle, creating duplicate assignments and confusing approvers. We’re using Pega 8.6 and this started happening after we added goal and deadline intervals to track approval times. Any insights on what might be causing this flow assignment transition issue?
The timeout connector has a ‘When’ condition checking .pyElapsedTime > 172800 (48 hours in seconds). The default connector should only fire when the assignment is completed. But you’re right - maybe there’s a condition conflict. Also noticing that when the SLA deadline hits, it seems to trigger a flow restart somehow.
I’d recommend using either the Wait shape OR the SLA escalation, not both for the same timeout scenario. If you’re using Wait shapes, disable the SLA escalation action and handle everything through the flow logic. Alternatively, remove the Wait shape and let the SLA handle the entire escalation process through its deadline action. Mixing both creates exactly the conflict you’re experiencing.
You’re absolutely right! The SLA deadline is set to ‘Notify and reassign to manager’ which is creating the loop. So the Wait shape times out correctly, but then the SLA deadline fires and reassigns back to the original manager. How should I coordinate these two mechanisms?