Question
OOTB Flags that classify the SLA Goal and Deadline is triggered or not
Hi All, Do we have any specific flag (OOTB) that classify the Goal and Deadline for the particular work object had been triggered(i.e at overall work and assignment level SLAs)?
Requirement: If the deadline is passed, we need to show a flag is true as a SLA Breached in the Report Definition. ( just looking for OOTB implementations)
Note: pySLAGoal and pySLADeadline is set when the SLA triggered, but how to classify whether it is reached to Goal and Deadline after the creation of the work object
Any suggestions please?
Pegasystems Inc.
IN
Hi,
In SLA rule we can configure escalation action that gets triggered as soon as the goal/deadline time is reached. So you may configure the post value or any other appropriate actions based on your requirement. Hope this helps!
Tata Consultancy Services Ltd
AU
Thank you Madhuri. The SLA flag had been configured in the escalation action. It was working as expected. But initially we are looking for the OOTB attributes/properties which classify the Goal, Deadline and Passed Deadline.
SiXworks Limited
GB
For SLAs configured on an assignment:
- pxGoalTime - Goal Date/Time as configured from your SLA
- pxGoalExecute - Goal Executed Date/Time...i.e. when the SLA agent actually marked the Goal as executed
- pxDeadlineTime - Deadline Date/Time as configured from your SLA
- pxDeadlineExecute - Deadline Executed Date/Time...i.e. when the SLA agent actually marked the deadline as executed
For SLAs configured on a Work Object:
- pySLAGoal - Goal Date/Time as configured from your SLA
- pySLADeadline - Deadline Date/Time as configured from your SLA
I believe that the Passed Deadline is calculated upon execution of the Deadline, rather than being stored initially.
Is this information of any use?