Discussion 3 Replies 7548 Views × Close popover nirmala dasari (nirmalad) Ignis software technologies team lead Ignis software technologies IN View Profile Send Message nirmalad Member since 2016 5 posts Ignis software technologies Posted: April 21, 2016 Last activity: April 25, 2016 Posted: 21 Apr 2016 13:47 EDT Last activity: 25 Apr 2016 2:28 EDT Closed what is the difference between default urgency and Initial urgency while 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? Share × Close popover Facebook Twitter Linkedin Email Copy Link Copied! Moderation Team has archived post, learn more × Close popover 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: 5 years ago Posted: 21 Apr 2016 14:20 EDT × Close popover Eddie Moczygemba (eddie.jm) PEGA Sr. Release Support Engineer Pegasystems Inc. US View Profile Send Message eddie.jm PEGA replied to nirmalad SLA 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: 5 years ago Posted: 24 Apr 2016 11:55 EDT × Close popover nirmala dasari (nirmalad) Ignis software technologies team lead Ignis software technologies IN View Profile Send Message nirmalad Ignis software technologies replied to eddie.jm thanks Posted: 5 years ago Posted: 25 Apr 2016 2:28 EDT × Close popover Hitesh Jain (Hitesh Jain) Aaseya IT Services Pvt Ltd Aaseya IT Services Pvt Ltd GB View Profile Send Message Hitesh Jain Aaseya IT Services Pvt Ltd replied to nirmalad The 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.