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Question

 GouriShankar Korivi (GOURI_SHANKAR_K)
de Volksbank
Lead System Architect
de Volksbank
NL
GOURI_SHANKAR_K Member since 2011 10 posts
de Volksbank
Posted: Dec 8, 2017
Last activity: Dec 11, 2017
Posted: 8 Dec 2017 11:17 EST
Last activity: 11 Dec 2017 2:07 EST
Closed

Case Urgency should be increased by 10 when the case is idle for 1 hour

Hi All,

I have requirement where i have to increase the urgency of a case by 10, when the case is idle for 1 business hour.

Regards

Gouri Shankar K

***Edited by moderator, Maryrita: Moved to Product Support from Applications***

***Edited by Moderator Marissa to update categories***

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Case Management

Posted: 6 years ago
Posted: 11 Dec 2017 1:48 EST
Ujjwal Kumar Shukla (UjjwalShukla_GCS)
PEGA
Senior Manager, Technical Support
Pegasystems Inc.
IN

Hi Gouri,

Can you try this with recurring Agent which would check for pxUpdateTime for cases and the update the urgency by updating pyUrgencyAssignAdjust

Regards,
Ujjwal

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Posted: 6 years ago
Posted: 11 Dec 2017 2:06 EST
GouriShankar Korivi (GOURI_SHANKAR_K)
de Volksbank
Lead System Architect
de Volksbank
NL

Hi Ujjwal,

Thanks for your inputs - If i use advanced agent to handle this i have to handle locking and committing for every case.

Pega suggests this as an alternative option is what i know.  i am looking something which i can handle in SLA rule only like calling reset as goal or deadline action.

 

 

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