Discussion

SLA Calculation

I have an issue in project where I watched some cases are moving backlogworkbasket after running SLA escalation activity.Though the case has not reached pySLADeadline,pySLAGoal from pyWorkPage.I found activity was triggered due to pxAssignDeadlineTime has been reached in OverallSLA flow.
As per my understandings goal time and deadline time of OverallSLA flow is workobject level and it should be modified as per processing of work object.Work object SLA should be calcualted in such a way that assignment SLA should come within workobject time frame.If there is any such issue while doing calculation of SLA of OverallSLA this scenario will arise.

Please correct me if something is wrong.

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September 4, 2014 - 1:01pm

Assignment Level SLA's and OverAllSLA's are not dependent & doesn't hold any relationship within PRPC.

If you want to modify the overall SLA depending on the Assignment level SLA call the activity "DefineSLATimes" with the required values set properly so that the OverAll SLA gets modified.

September 5, 2014 - 3:06am

thanks for update but my concern is little different:

1) Is OverallSLA goal/deadline time is greater than or equal to assignement SLA goal/deadline.

2) While processing any work object in flow,we should modify overallSLA in such a way that it should change as per work object processing or it cann't be changed.

September 5, 2014 - 1:40pm

1) Is OverallSLA goal/deadline time is greater than or equal to assignement SLA goal/deadline.

Goal & Deadline time lines are independent for OverallSLA & Assginment SLA's. There was no relation between them. You buisness logic should define such that the OverallSLA is always greater than Assignment Level SLA's.

2) While processing any work object in flow,we should modify overallSLA in such a way that it should change as per work object processing or it cann't be changed.

You can change the OverallSLA goal & deadline times by calling "DefineSLATimes" activity whenever required.