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Question

 Naveen Chary Viswanadhula (NaveenCharyV8111)
[email protected]

[email protected]
US
NaveenCharyV8111 Member since 2016 6 posts
[email protected]
Posted: Mar 29, 2017
Last activity: Mar 30, 2017
Posted: 29 Mar 2017 18:14 EDT
Last activity: 30 Mar 2017 3:27 EDT
Closed

Assignment urgency calculation

I see the urgency of an assignment is calculated using below R-D-E

.pxUrgencyAssign=@min(100,@max(0, .pxUrgencyWork + .pxUrgencyAssignSLA + .pyUrgencyAssignAdjust))

Can anyone help me in understanding the role of work urgency in calculating the assignment urgency? An assignment urgency can be independent of work urgency right?

Thanks,

Naveen

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Case Management

Posted: 8 years ago
Posted: 30 Mar 2017 3:27 EDT
Pankaj Rawal (rawap)
PEGA
Fellow, Software Architect, Platform Engineering
Pegasystems Inc.
IN

To answer your question : An assignment urgency can be independent of work urgency right?

Yes it can be in some cases. But in most of the cases assignment urgency should be reflected from work urgency as well. E.x. If Claim case have an SLA defined with Goal as 10 days and if assignments are not yet completed. After 10 days work urgency will change on case SLA and make it high priority case. Same urgency needs to be drilled down to all the assignments as well since assignments are the actual work units that completes the case.

 

Hope this helps :)

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