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Question

 Anand Pandey (AnandP) Swedbank AB Pega Platform Engineer
Swedbank AB
SE
AnandP Member since 2013 161 posts
Swedbank AB
Posted: Sep 22, 2017
Last activity: Sep 27, 2017
Posted: 22 Sep 2017 11:48 EDT
Last activity: 27 Sep 2017 6:37 EDT
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Solved

Urgency Of the Case Remains Same

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Hi,

I was using Pega 7.3 personal edition and noticed that case urgency remains same even after reaching goal/deadline. After reaching goal/deadline, case urgency is still 10. Please refer to the attached screenshot for SLA configuration.

Case Management

Accepted Solution

Posted: 6 years ago
Posted: 22 Sep 2017 13:40 EDT
Carissa Wenhardt (CarissaW_GCS) PEGA Senior Principal Engineer, Technical Support, Industry Apps
Pegasystems Inc.
US
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Can you trace the ServiceLevelEvents agent and check the data?
Posted: 6 years ago
Posted: 27 Sep 2017 6:24 EDT
Anand Pandey (AnandP) Swedbank AB Pega Platform Engineer
Swedbank AB
SE
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SLA agent was running but I did not try to trace it because ideally default behavior of SLA should increase the urgency. I will trace the same and get back to you.
Posted: 6 years ago
Posted: 27 Sep 2017 6:37 EDT
Anand Pandey (AnandP) Swedbank AB Pega Platform Engineer
Swedbank AB
SE
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It's working fine now. Could be a temporary issue earlier or may be the time when SLA picked the Work object to change the urgency, the same was locked by another requestor. 

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