Posted: 23 May 2017 1:30 EDT Last activity: 24 May 2017 12:23 EDT
Pega Fundamentals on Servie Level agreement
Can anybody please explain how overall SLA gets called?Is it that just setting pySLAName would automatically calls OverallSLA flow ?Or I have to explicitility call the flow.Also what is the exact difference between Assignment SLA and Overall SLA?When assignment level SLA comes into picuture?
***Edited by moderator, Maryrita: moved to Product Support from Applications***
You can specify an SLA for the work object by setting pySLAName in the data transform or you can specify it in the case type settings and the data transform will be updated for you. The OverallSLA flow will be added for you automatically. The assignment SLA is specified on the assignment shape and is only for that assignment. So you could, for example, have an assignment SLA with a goal and deadline of 1 and 2 days respectively but have an overall SLA for completion of the entire work object process with different goals and deadlines, such as 5 days.