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Question

 pooja dash (Pooja Dash)
Cognizant

Cognizant
IN
Pooja Dash Member since 2015 18 posts
Cognizant
Posted: May 23, 2017
Last activity: May 24, 2017
Posted: 23 May 2017 1:30 EDT
Last activity: 24 May 2017 12:23 EDT
Closed

Pega Fundamentals on Servie Level agreement

Can anybody please explain how overall SLA gets called?Is it that just setting pySLAName would automatically calls OverallSLA flow ?Or I have to explicitility call the flow.Also what is the exact difference between Assignment SLA and Overall SLA?When assignment level SLA comes into picuture?

***Edited by moderator, Maryrita: moved to Product Support from Applications***

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Case Management

  • PATTAN FAIZAL KHAN
Posted: 7 years ago
Posted: 24 May 2017 8:02 EDT
Carissa Wenhardt (CarissaW_GCS)
PEGA
Senior Principal Engineer, Technical Support, Industry Apps
Pegasystems Inc.
US

You can specify an SLA for the work object by setting pySLAName in the data transform or you can specify it in the case type settings and the data transform will be updated for you. The OverallSLA flow will be added for you automatically. The assignment SLA is specified on the assignment shape and is only for that assignment. So you could, for example, have an assignment SLA with a goal and deadline of 1 and 2 days respectively but have an overall SLA for completion of the entire work object process with different goals and deadlines, such as 5 days.

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Posted: 7 years ago
Posted: 24 May 2017 12:23 EDT
Praveen Sethia (Praveen Kumar Sethia)
Carelon Global Solutions India LLP
Team Lead
Carelon Global Solutions India LLP
IN
Hi Pooja, As far as I Know, we do not need to explicitly set any property for making the sla work. SLA can be configured at two levels. 1. Case level: which we do on the case level settings tab and this SLA will be in action till the case is resolved. 2. Assignment level: which we configure on the assignment level and this SLA will be in action till the assignment is completed. One more point I would like to add is that if both these are configured then the Assignment level SLA will take priority. Thanks, Praveen
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