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Question

 Rashmi Raj (RashmiR93)
Commonwealth Bank Group
Lead Engineer
Commonwealth Bank Group
IN
RashmiR93 Member since 2021 33 posts
Commonwealth Bank Group
Posted: May 19, 2017
Last activity: May 23, 2017
Posted: 19 May 2017 3:44 EDT
Last activity: 23 May 2017 12:49 EDT
Closed

My SLA rule doesn't update the urgency or send any emails as per my configuration

Hi,

I have created a SLA rule (Attached is the screen shot), and for testing purposes I have short intervals. Somehow, the initial urgency is updated but the goal, deadline and passed deadline doesnt work. Please advice.

-Rashmi

***Updated by moderator: Lochan to add Categories***

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Case Management

Posted: 7 years ago
Posted: 19 May 2017 9:02 EDT
Santanu Bhattacherjee (Santanu) Senior Manager, Cloud Engineering, Management Plane Services
Pegasystems Inc.
IN

How you are determining that it is not updated ?  Is it because it is not getting fired after 10 min ?

Have you tried tracing the SLA ? If not then it would be a good idea to do that and see what is going wrong.

Refer this video for more details.

https://collaborate.pega.com/discussion/video-support-guide-how-trace-agent-designer-studio

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Posted: 7 years ago
Posted: 23 May 2017 5:29 EDT
Rashmi Raj (RashmiR93)
Commonwealth Bank Group
Lead Engineer
Commonwealth Bank Group
IN

I can see the initial urgency being added to the work object, but nothing happens from then on. Neither is the urgency updated after the goal, deadline and past deadline intervals, nor is there email that is fired from the SLA activity.

I will try tracing the ServiceLevelEvents agent in Pega-ProCom and get back to you. Thanks !!!

-Rashmi

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Posted: 7 years ago
Posted: 23 May 2017 5:46 EDT
Rashmi Raj (RashmiR93)
Commonwealth Bank Group
Lead Engineer
Commonwealth Bank Group
IN

Hi Santanu,

Some how the video does not come up, says video is currently unavailable. Please find the attached screen shot for your reference.

-Rashmi

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Posted: 7 years ago
Posted: 23 May 2017 12:49 EDT
Upendhar Vanaparthy (Upendhar)
Accenture
Tech Lead
Accenture
SG
Hi Rashmiraj, From image you have attached I can see that you are trying to use business days. In these situations, SLAs depends on several things like calendar mentioned in operator profile to whom case is routed to and calendar for case creator. Try to configure the respective calendars and try to check.
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