Posted: October 29, 2019
Last activity: February 6, 2020
Last activity: 6 Feb 2020 3:39 EST
How to set assignment urgency dynamically .
we have couple of scenarios to update the task urgency dynamically.
1) System has to define the default urgency dynamically as soon as assignment gets created and urgency points varies based on case data ( like Green / Yellow / Red) and then SLA should apply for incremental urgency.
Ex: Initial urgency for Green case 10 , yellow 20 and Red 30 . Irrespective of type of task ,Add 5 more points after 5 days and 10 points after 10 days .
The Initial urgency of SLA doesn't support dynamic value so what would be best place holder to set initial urgency dynamically. Note :Circumstancing the SLA is not preferable by considering the future business expansion.
2) we do create another type of assignment in process flow ,For which system should define the default urgency of an assignment based on certain action performed on case and then SLA should apply to the task to increase urgency at regular intervals (goal & deadline).
Is there any better way to set urgency points dynamically by considering above two scenarios .