Customer has a requirement that when a user opens two work items at once it will avoid doubling the time credit for time tracking purposes. In other words, is it possible to suspend the SLA on an open assignment if it is not the one currently being worked one but is open?
I could see that this discussion has been summarized as below and updating the same here for community reference.
This would be difficult to provide accurate data by attempting to determine which assignment if any was actually having work performed on it. For example, the user could move to another application entirely such as email and not work on any of the open assignments. Pega provides reporting capabilities that can assess throughput of assignments completed within designated time frames that would provide insight to the productivity of users. If a user has several assignments that they have worked on but not completed, Pega’s real time reporting capabilities can identify those issues in conjunction with SLAs configured for those assignments.