Discussion

Flow with OverallSLA and AssignementSLA

Hi there,

I have a SLA set at flow level and in the same flow i have an SLA set the Assignment level.

Will i get the 2 items for the work item in my worklist. What is the process/internal behaviour involved here.

Thanks,
Venkata Suman.

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October 31, 2012 - 9:39pm

Pega
January 8, 2013 - 2:36pm

Assignment level SLA are not related to Work level SLA.

They never communicate with each other nor conflict with each other. 

For Assignment level SLA, the goal, deadline & passed deadline gets initiated and calculated from when the assignment is initialised and assigned.

Where-as for WO level SLA, it gets initialised and SLA starts calculating when the WO is created.

 

Hope you read the link

"https://pdn.pega.com/process/use-the-overallsla-flow-to-associate-a-service-level-with-a-work-object-rather-than-an-assignment" as suggested in the previous post.  This depicts the internal behaviour of WO level SLA.  For assignment level SLA, use the below link

https://pdn.pega.com/system-operations/system-settings-for-the-pega-procom-sla-agent

 

If you have both assignment & WO level SLA's defined.  They both work independently.  Stressing again "BOTH Work independently"

May 8, 2014 - 12:55am

Hi, we need to modify/update Goal and Dead line time of SLA of actuval work list or workbasket. plz ... what is the procedure? please elaborate on this. Thanks, venkat.