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Question

 Satya K (Satya K)
Student

Student
IN
Satya K Member since 2024 54 posts
Student
Posted: Apr 22, 2025
Last activity: Apr 23, 2025
Posted: 22 Apr 2025 5:21 EDT
Last activity: 23 Apr 2025 16:33 EDT
Solved

SLA escalation

How to implement user-level SLA escalation logic with customized notifications?

***Edited by Moderator Marije to add Capability tags***
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System Administration
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Accepted Solution

Posted: 10 months ago
Updated: 10 months ago
Posted: 23 Apr 2025 2:20 EDT
Updated: 23 Apr 2025 6:08 EDT
Raviteja Bandaru (RavitejaB17284045)
Eclantiqx

Eclantiqx
IN

Hello @Satya K

create an SLA rule with a defined goal and deadline, and configure a custom activity under the deadline section.

In the activity, use .pyAssignedOperatorID to fetch the current user and determine their manager via a data page or report. Trigger a correspondence rule or SendEmailNotification to send a customized escalation alert.

Optionally, route the assignment to the manager’s work queue. Attach the SLA to the assignment shape in your case flow to activate escalation logic automatically

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Posted: 10 months ago
Posted: 23 Apr 2025 16:33 EDT
Aditya Boggarapu (Bogga)
PEGA
Senior System Architect
Pegasystems Inc.
IN

@Satya K
In SLA escalation actions you can call OOTB activities like pxNotify to notify intended participants

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