Posted: 17 May 2020 7:11 EDT Last activity: 17 May 2020 9:13 EDT
Service Level Rules
how to apply Service level rules should be applied to mark appropriate priority on the basis of aging.
based on following conditions
"Application" should be able to assign priority to requests in the queue as per following rules:
a) Priority = "High" for cases with aging > 7 days
b) Priority = "Medium" for cases with aging > 3 days
c) Priority = "Low" for cases with aging <=3 days
You can have report definition to fetch the cases that are not resolved based on above >7 days,> 3 days and <=3 days. You can call the above created report definition in your activity and update the value for the property priority as mentioned above. Then you can do obj save with write now option to immediately write to Database table.
Make sure while in your report definition you fetch all required property especially Pzinskey,pxinsname etc .
or otherwise, if you do not want to go with report definition, you can do obj browse in your activity steps and follow the same.