Posted: 29 Oct 2019 5:15 EDT Last activity: 6 Feb 2020 3:39 EST
How to set assignment urgency dynamically .
we have couple of scenarios to update the task urgency dynamically.
1) System has to define the default urgency dynamically as soon as assignment gets created and urgency points varies based on case data ( like Green / Yellow / Red) and then SLA should apply for incremental urgency.
Ex: Initial urgency for Green case 10 , yellow 20 and Red 30 . Irrespective of type of task ,Add 5 more points after 5 days and 10 points after 10 days .
The Initial urgency of SLA doesn't support dynamic value so what would be best place holder to set initial urgency dynamically. Note :Circumstancing the SLA is not preferable by considering the future business expansion.
2) we do create another type of assignment in process flow ,For which system should define the default urgency of an assignment based on certain action performed on case and then SLA should apply to the task to increase urgency at regular intervals (goal & deadline).
Is there any better way to set urgency points dynamically by considering above two scenarios .
Thanks for response . Yes, we are using the Assign-.NewDefaults to initiate the urgency through R-D-E expression. This is generic extension activity which triggers every time during creation of the assignments and urgency logic should be fired for one specific assignment. However ,still we can tweak the activity to have additional checks .
Is there any specific reason of keeping the urgency fields in SLA rule as static ? i think, it would be good if SLA rule can support to accept urgency field dynamically using properties (like it's supporting for Goal /Deadline).
You can make the whole SLA rule dynamically. Instead of giving the name of the SLA rule on an assignment, you can give a property. To see an example, you can open the OverallSLA (Work-) and open the assignment. You will see that Pega is doing the same by using .pySLAName for the case level SLA.
So depending on your use case you can set the SLA rule name on a property and then use this property on the assignment to dynamically load the right SLA rule.