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.
Message was edited by: Kip Jackson Updated the Title
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
Can u send me rough sketch of flow diagram.
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.
Could you use the pxAdjustSLA or pxAdjustSLATimes activity to change your Goal time to the next time you want an email to be sent?
It looks simple to handle but I didn't found the activities mentioned in 6.2. Might be they exists in Pega 7?
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.
I just checked, and the "ResumeFlow" activity is available in 6.2sp2. Please let me know if you have trouble finding it. /Eric