Question
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Last activity: 14 Sep 2015 8:45 EDT
How to send Notification and number of reminders to a user when SLA Goal is reached, before the deadline is reached
Just wanted to know how to implement the below requirement.
When a SLA Goal is reached, how we can send a notification mail is known but how to send remainder mails for the same before the SLA is reaching Deadline.
Is there any way of creating multiple Goal Time.
Thanks,
Naveen
Message was edited by: Kip Jackson Updated the Title
Pegasystems
US
Thinking of this from a flow point of view, I would say that the activity specified for the goal-reached condition on the service level rule should do a "resume flow" operation, and the resumed flow should send the notification mail with a notify ticket shape. /Eric
Pegasystems Inc.
US
Nagavenkata,
It sounds like you want an SLA on your SLA. There isn't an easy, out of the box way to do this that I know of. You might consider looking at the overallSLA flow and building something similar. When your goal time activity is called, you can spin off the LateSLA flow, which has an assignment on it to send notifications reminding your users that the late time is coming. The catch that comes to mind is that you'll really need to make sure you clean up all those LateSLA flow assignments as part of the Late time processing or when the item moves forward in the flow. Otherwise you'll be sending out notifications that are erroneous.
Regards,
Mike
Pegasystems Inc.
US
Hi Naveen,
Could you use the pxAdjustSLA or pxAdjustSLATimes activity to change your Goal time to the next time you want an email to be sent?
Carissa
Pegasystems Inc.
US
Yes, those activities are in Pega 7. There is a ChangeAssignmentSLA flow action in 6.2 and probably a similar flow action for the overall work SLA.
Pegasystems
US
>>> Can u send me rough sketch of flow diagram
Here's the rough sketch. Your SLA activity referred to by your service rule would call the ResumeFlow activity to take the "User is Late" path. /Eric
