Question
Alpharetta Consulting
US
Last activity: 14 Jun 2021 7:38 EDT
How to update Case SLA Post actions
Hi,
Is it possible to make the Case SLA's passed deadline events time dynamic? If possible, we'll like to allow the Manager to change the time per case, between the past deadline even executing. I cannot find anything on the case that indicates the values, like we can view the SLA goal and deadline.
My research so far looks as if this isn't feasible.
Any help will be appreciated.
Thanks!
***Edited by Moderator: Pallavi to update platform capability tags***
Updated: 14 Jun 2021 7:38 EDT
Pegasystems Inc.
IN
When we select the Calculate service levels value as Set the value of a property, then we can mention the property in the Goal or Deadline. Please find the below screenshot for more details.
Alpharetta Consulting
US
Thank you for your response. This is possible for Goal and Deadline as you mentioned, but I am speaking of the Days/Hrs/Mins/Secs fields of the Passed Deadline section. Once the deadline has elapsed, how often do you want the Passed Deadline action to execute. Can we allow a user to update from 1 hour to 1 day per case?
Updated: 14 Jun 2021 7:38 EDT
Pegasystems Inc.
IN
Please find the below article which might be helpful.
Updated: 25 Jul 2020 7:09 EDT
Tata Consultancy Services
IN
From Contextual property panel click on goal and deadline and open the SLA rule defined and make changes on the SLA rule and save it to update SLA rule.