Question
Capgemini
US
Last activity: 13 Mar 2017 3:04 EDT
Confuguring SLA to handle notification when operator (notification recepient) is unavailable
i have an sla with 2hrs after two hours i need notify to the manager but manager is in leave how can i handle this situation?
***Moderator Edit: Vidyaranjan | Updated Categories***
Accenture Australia
AU
Hi Suresh,
Nice Question, I think we can do with the pxUpdatedatetime in the activity. Lets see what other reply, I am also waiting.
Thank you.
Pegasystems Inc.
IN
Hi,
In the SLA rule, you have the option to call the NotifyManager, based on a when condition .
In the When condtion you can check with the property pyOpavailable, whether to run that activity or not.
The value pyOpavailable, is true, when the check box 'operator is available to receive work' is checked in the operator rule form.
Pegasystems Inc.
IN
Is your intention to send out notification to someone else if operator is not available or to completely skip sending it out? What are your business requirements in this case ?
Pegasystems Inc.
US
Hello,
Are your operators set up with substitute operators on the work tab? If they are, you could leverage what you have there to determine who to notify. And if you are using the Operator is available to receive work checkbox, you can leverage that to know when the operator it out of the office.
Thanks,
Mike
Tech Mahindra Ltd
CA
We need to know what the business scenario is..In my opinion.If operator is not available, we can substitute to another operator and if the substitute operator is
not available then we can route to Work basket instead of user.
Pegasystems Inc.
IN
OOTB Case management handles the substitute operator while routing. As already mentioned substitute operator can be mentioned in the operator rule itself and while routing Case management takes care of routing work to substitute operator if current operator is not available.
You can apply the same concept in your notification activity where you can check for substitute operator and send the notification.
See the attached screenshot for more clarity and let us know if you need more information.