If the resolution SLA is 14 days then what should be the goal and deadline value?
After the case gets created its resolution SLA should be set in such a way that it equals to 14 days.so what should be the goal and deadline?either both goal and deadline should be 7 or goal 0 and deadline as 14?
Accepted Solution
Updated: 14 Feb 2024 13:17 EST
Maantic Inc
IN
In your case, where you want the resolution SLA to be 14 days after the case creation, you should set:
- Goal: 0 days (meaning immediate resolution attempt).
- Deadline: 14 days.
This configuration ensures that the system will try to resolve the case immediately, and the maximum allowed time for resolution is 14 days. If the resolution occurs within the first 14 days, it is considered as meeting the SLA. If it takes longer than 14 days, it will be considered a breach.
In Pega, you can typically find SLA configurations in the "Case life cycle" section or similar, depending on the version and specific configuration of your Pega application. Please refer to the Pega documentation or consult with your Pega administrator for precise instructions based on your Pega version.