Question
de Volksbank
NL
Last activity: 11 Dec 2017 2:07 EST
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***
Pegasystems Inc.
IN
Hi Gouri Shankar,
The following link can help you on your requirement:
de Volksbank
NL
Hi Gayathri,
Thanks for your inputs, i have gone through that article before posting this. It was not helping my case.
Pegasystems Inc.
IN
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
de Volksbank
NL
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.