Posted: 19 Oct 2015 10:51 EDT Last activity: 21 Oct 2015 7:41 EDT
Increase case urgency for each consecutive business day past the goal time
I have a requirement to increase the case level urgency for each consecutive business day past the goal time. Note here is we shouldn't adjust the Goal time, it should remain as the initial date and time. What is the best way to implement this?
An Service Level Agreement (SLA) have Goal Time, Deadline and Pased Deadline times including a setting for business days only. If you set the Deadline time to 1 day after goal time and then passed deadline to be one day, repeated as many times you need and for each part you set the value to increase the urgency with you should be good. Note that max urgency is 100. Passed deadline intervall is calculated as time passed AFTER deadline. Goal time and Deadline ar calculated AFTER the assignment was created.
Thanks Bernving and Bhavya for your comments. If I am correct, Passed Deadline will be reached once Deadline is reached. Let's say Goal Date is October 20th and Deadline is November 1st. On October 20th Goal Time will be reached and the Urgency set to 20. From next day onwards I need to increase the Urgency by 5 per day till November 1st. Is this possible?
You can do this by usign the business days option enabled. Your goal time will be 1 day from the assignment creation and with desired urgency set. Deadline time is on 2nd day i.e. 2 days with desired urgency and past deadline or lete interval set to 1 day since it will be calculated from the past deadline time with desired urgency. As you said you shouldn't alter the Goal time. In the past deadline , the number of times to be executed you can keep some high number. If you requirement is to change the urgency dynamically based on later interval count, you can do that in later interval activity based on the Assign-.pxLateExecuteCount in your past dead line activity.I think this is the ideal approach.
I hope the urgency increase you explained should be the assignment but not the work object.