Kasi Viswanath Kollati (KasiViswanathK1534)
Eclatprime Digital Pvt Ltd
Chief Business Architect
Eclatprime Digital Pvt Ltd
KasiViswanathK1534 Member since 2019 1 post
Eclatprime Digital Pvt Ltd
Posted: February 10, 2020
Last activity: February 15, 2020
Posted: 10 Feb 2020 22:18 EST
Last activity: 15 Feb 2020 2:17 EST

Stop the clock for SLA

While Pega Service Level Agreements (Goal, Deadline) work fine, we get requirements from the customer especially in Government sector to "Stop the clock" while the case is waiting for additional information.

When the case worker requests to "Stop the clock" the Goal or Deadline time calculation needs to be stopped. 

For example,

  1. Assignment 'A' has Goal time of 1 hour and Deadline time of 2 hours
  2. Assignment 'A' reached the case worker at 9 AM
  3. Case worker worked on the case till 9.30 AM
  4. Case worker clicked "Stop the clock" then only 30 minutes need to be added for Goal time and Deadline time at 10 AM 
Pega Platform 8.4 Case Management Government Business User