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GOURI_SHANKAR_K Member since 2011 10 posts
de Volksbank
Posted: 2 years ago
Last activity: 2 years 9 months ago
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Case Urgency should be increased by 10 when the case is idle for 1 hour

Hi All,

I have requirement where i have to increase the urgency of a case by 10, when the case is idle for 1 business hour.

Regards

Gouri Shankar K

***Edited by moderator, Maryrita: Moved to Product Support from Applications***

***Edited by Moderator Marissa to update categories***

Case Management
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Posted: 2 years ago

Hi Gayathri,


Thanks for your inputs, i have gone through that article before posting this. It was not helping my case.

Posted: 2 years ago

Hi Gouri,


Can you try this with recurring Agent which would check for pxUpdateTime for cases and the update the urgency by updating pyUrgencyAssignAdjust


Regards,

Ujjwal

Posted: 2 years ago

Hi Ujjwal,


Thanks for your inputs - If i use advanced agent to handle this i have to handle locking and committing for every case.


Pega suggests this as an alternative option is what i know.  i am looking something which i can handle in SLA rule only like calling reset as goal or deadline action.


 


 
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