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Posted: April 21, 2016
Last activity: April 25, 2016
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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?
Posted: 4 years ago
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.
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