SLA Configuration
I noticed in the SLA OOTB Activity- DefineSLATimes the SLA of an assignment can be set in two ways depending if page group property pyEscalations exsists or not (Step 8).
If it exists then pega use
NEW (Step 9)- where the values of goal,deadline etc are taken from a page group property called pyEscalations
If it doesn't exist then pega use
OLD (Step 10)- where the values of goal,deadline etc are set from properties like pyDeadlineDefaultDays, pyDeadlineDefaultDays etc which are normal single value properties.
Could someone please explain it to me in which scenario pyEscalation exists and in which scenario it doesn't?
Thanks in advance.
***Edited by Moderator: Pallavi to update platform capability tags***
Accepted Solution
Pegasystems Inc.
US
The pyEscalations property was not present in Service Level Agreement rules created prior to Pega 7.
VSSI
IN
Thanks a lot for your reply. So that means the 'OLD' step is just for backward compatibility and not used in pega 7 and later versions. The new versions by default use 'NEW' step which in turn set all the SLA values from pyEscalation Property. Is my understanding correct?