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Question

 Srikrishna Yendru (Srikriishna)
Cognizant Technology Solutions
Technology Architect
Cognizant Technology Solutions
AU
Srikriishna Member since 2008 6 posts
Cognizant Technology Solutions
Posted: Mar 2, 2018
Last activity: Mar 2, 2018
Posted: 2 Mar 2018 0:13 EST
Last activity: 2 Mar 2018 12:15 EST
Closed

Urgency not updated

Hi,

How does case level SLA will impact GetNextWork ? Assignment urgency and case level urgency how does it related ?

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Case Management

Posted: 6 years ago
Posted: 2 Mar 2018 12:15 EST
Carissa Wenhardt (CarissaW_GCS)
PEGA
Senior Principal Engineer, Technical Support, Industry Apps
Pegasystems Inc.
US

It will depend on what your SLA is configured to do as some SLAs just update urgency; whereas, other SLAs may be configured to run an activity or advance a flow. The default get next work functionality sorts based on urgency. You can see details about the default behavior here.

https://community.pega.com/sites/default/files/help_v731/procomhelpmain.htm

Yours may be different if you have customized it to meet other requirements.

 

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