Question

What happen if there is SLA at Work Object Level(Goal activity will fire on 9th day) and also SLA at assignment level(Goal activity will fire on 4th day).Now on 8th day work object isat assignment.What will happen?

What happen if there is SLA at work Object Level(Goal activity will fire on 9th day) and also SLA at assignment level(Goal activity will fire on 2nd day).Now on 8th day work object is at assignment.What will happen?

If Object level SLA fires on 9th day and Work Object become "Resolved-Completed" then what will happen to assignment?

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Correct Answer
November 17, 2016 - 4:54am

It will fire the goal activity as usual.

This is work object level SLA ( overall process ) level. So it will run without any issues.

Typically, service levels are associated with individual assignments. However, what if the time spent on individual assignments isn't important, but the entire process must be accomplished within a specific amount of time? In this case, you can associate a service level rule with the work object itself. For more details see this article :

https://pdn.pega.com/use-overallsla-flow-associate-service-level-work-object-rather-assignment

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Pega
November 17, 2016 - 4:54am

It will fire the goal activity as usual.

This is work object level SLA ( overall process ) level. So it will run without any issues.

Typically, service levels are associated with individual assignments. However, what if the time spent on individual assignments isn't important, but the entire process must be accomplished within a specific amount of time? In this case, you can associate a service level rule with the work object itself. For more details see this article :

https://pdn.pega.com/use-overallsla-flow-associate-service-level-work-object-rather-assignment

November 17, 2016 - 8:49am
Response to Santanu

Hi SantanuBhattacherje

If Object level SLA fires on 9th day and Work Object become "Resolved-Completed" then what will happen to assignment?

Pega
November 17, 2016 - 10:51am
Response to DHRITIMANC

The workobject will be treated as Resolved with a status Resolved Completed. 

 

May 18, 2017 - 2:29am
Response to Santanu

Scenerio 1) Work Object level SLA's Goal is set as 4 day and Assignment Level SLA's Goal is set as 5 day.In both case same Goal activity is fired to set work object status as "Resolved-Completed". Then what will happen on 4th day?will assignment level SLA run?

2) Assignment Level SLA's Goal is set as 4 day and Work Object level SLA's Goal is set as 5 day.In both case same Goal activity is fired to set work object status as "Resolved-Completed". Then what will happen on 4th day?will Work Object level SLA run?

Pls help.

May 19, 2017 - 12:09am

 

No.  The assignment and work object sla's don't by default look at each other.  Of course, if you tailor them, you could make them do so if you want.

 

May 19, 2017 - 1:49am
Response to ericosman_GCS

in both scenario what will happen on 4th day?

May 19, 2017 - 5:16pm

 

>>> set work object status as "Resolved-Completed". 

If you are doing this by calling the UpdateStatus activity (there may be a flow shape to do this) then more will happen than if you merely set the status with a property-set.  Take a look at that activity.  For instance, it explicitly checks for a match to "Resolved-Completed" and performs various cleanup tasks if there's a match.