Conditional firing of SLA
Hi ,
I have a requirement that during an work item processing there is a local action to "Hold". When you perform the local action the work item is closed and remain in your worklist. But at this time I have to fire an SLA which will increase its urgency so that the user can immediately open the case on click of Get Most Urgent. How to fire an SLA in this case. "Hold" local action is available across all assignment from the "Other Action"
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Accepted Solution
Pegasystems Inc.
IN
Could you explain your scenario with little more details. Are you looking for a way to increase work object's urgency? Do you want to apply SLA only for increasing urgency OR you want to configure Goal/Deadline actions as well?
If you are looking to just increase urgency on a particular action (manual action) you don't need SLA. Since SLA is driven by time/ETAs. You can just set pyUrgencyWorkAdjust on work page which will adjust the urgency as per your needs and GetMostUrgent should also work accordingly.
Let me know if this helps :)
Pegasystems Inc.
IN
Hi ,
You can give a try with the below approach :
1)On the localaction, 'Hold' , configure a pre activity
2)Perform the obj-open-By-Handle of the sla that got applied on that assignment on to the service level page.
3)Property-Set the required values : pyUrgencySLAGoal,pyUrgencySLADeadline
4)Obj-Save of the slapage
Accepted Solution
Pegasystems Inc.
IN
Could you explain your scenario with little more details. Are you looking for a way to increase work object's urgency? Do you want to apply SLA only for increasing urgency OR you want to configure Goal/Deadline actions as well?
If you are looking to just increase urgency on a particular action (manual action) you don't need SLA. Since SLA is driven by time/ETAs. You can just set pyUrgencyWorkAdjust on work page which will adjust the urgency as per your needs and GetMostUrgent should also work accordingly.
Let me know if this helps :)