Discussion
TCS
IN
Posted: Nov 14, 2015
Last activity: Nov 19, 2015
Last activity: 19 Nov 2015 4:14 EST
Closed
Difference between default urgency and initial urgency.
What exactly is the difference between initial urgency and default urgency?
And when will initial urgency be added to default value to calculate urgency?
Posted: 9 years ago
PEGA
Pegasystems Inc.
SG
The urgency of a case is actually a summation of a number of "urgency" values. The value is updated automatically through a Declare Expression.
Default urgency and Initial urgency are just 2 of the many values used to derive the value of Urgency.
Default urgency is the value set by Pega when a new case is instantiated. This is defaulted to the value of 10.
If you are referring to the Service Level rule, then the Initial urgency is the value added to the Urgency when the Service Level rule starts ticking, i.e. when it is used.