Discussion3Replies7486Views nirmalad Member since 2016 5 posts Ignis software technologies Posted: 4 years agoLast activity: 4 years 4 months ago Closed what is the difference between default urgency and Initial urgencywhile defining an SLA if the default urgency is 25. Initial urgency is 10. Goal is 8h and urgency is 10. What would be the value of urgency at the end of 8h? ×Close popoverFacebookTwitterLinkedinEmail Copy Link Copied! Moderation Team has archived post This thread is closed to future replies. Content and links will no longer be updated. If you have the same/similar Discussion, please write a new Discussion. Posted: 4 years agoeddie.jm PEGA replied to nirmaladSLA is triggered: urgency value (25) + SLA initial urgency (10) = updated urgency value (35) 8 Goal is missed: urgency value (35) + value to add to urgency if Goal missed (10) = updated urgency value (45) eddie Posted: 4 years agonirmalad Ignis software technologies replied to eddie.jmthanks Posted: 4 years agoHitesh Jain Aaseya IT Services Pvt Ltd replied to nirmaladThe urgency of a case is actually a summation of a number of "urgency" values. The value is updated automatically through a Declare Expression. Default urgency and Initial urgency are just 2 of the many values used to derive the value of Urgency. Default urgency is the value set by Pega when a new case is instantiated. This is defaulted to the value of 10. If you are referring to the Service Level rule, then the Initial urgency is the value added to the Urgency when the Service Level rule starts ticking, i.e. when it is used. In your case Urgency will be 35.