@TanyaS58

Open the case type in App Studio, select the user step, and set a Service level: choose Goal and Deadline times and use “increase urgency by” for each escalation so the assignment urgency rises over time. If you need a manual tweak at runtime, add/enable the Adjust SLA local action on the assignment so users with permission can change the goal/deadline or bump urgency. For logic-driven changes, set pxUrgencyWork (case) or pxUrgencyAssign (assignment) in a data transform or post-processing when the step starts. You can also add extra escalations (Passed deadline) to keep increasing urgency if work is still open. Keep in mind that assignment urgency = case urgency + SLA increments, so avoid double-counting. If urgency should reflect business data (VIP, aging, risk), compute an adjustment property and add it to pxUrgencyAssign in your flow action or DT. To change urgency across many open items, run a background job/activity that loads the assignments and updates pxUrgencyAssign or swaps their SLA. Test with a few cases first to ensure your increases are visible in the worklist and don’t overwhelm sorting. Save and move the rule to higher environments once the urgency behavior matches your expectations.