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 Mandaris Moore (Mandaris)
State of California - Franchise Tax Board

State of California - Franchise Tax Board
US
Mandaris Member since 2019 14 posts
State of California - Franchise Tax Board
Posted: May 6, 2019
Last activity: May 9, 2019
Posted: 6 May 2019 18:38 EDT
Last activity: 9 May 2019 8:28 EDT
Closed

Best way to change SLA for a case

I'm fairly new to Pega and one of the tasks that have been discussed is to determine what SLA should be assigned to a case based off of properties in a particular case.

We were discussing using a decision shape, but I wanted to know what the forum suggests.

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Posted: 5 years ago
Posted: 9 May 2019 8:28 EDT
Lee Pederson (pedel) Engagement Strategy Content Expert & Principal Instructor - LSA
Pegasystems Inc.
US

Based on one (or more?) case properties, your goal is to dynamically decide which SLA rule to associate an assignment -- is that what you are asking?

For one, an SLA rule can be circumstanced. It is possible to circumstance using multiple properties, what is called "Multi-Variate Circumstancing".  Very easy to circumstance based on a single property.

An SLA can also be configured by property name.  Note how the OverallSLA flow uses .pySLAName. You could use a Decision Table to set that property value prior to the assignment.

 

 

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