SLA configuration with condition
Good afternoon, I would like to know if it is possible to configure an SLA to define that a case must be finalized by a certain time of the day it was created. example: The case was created on 08/11/20 12 hours and needs to be concluded by 6 pm of the same day.
***Edited by Moderator: Pooja to update platform capability tag***
Posted: 11 months ago
PEGA
Pegasystems Inc.
FR
Hello,
Yes I think you could work with an OverallSLA. By just adding an pySLAName on your case.
Posted: 11 months ago
PEGA
Pegasystems Inc.
IN
Hi,
Yes you can achieve that by defining your SLA with 0 days and providing the required values for hours, mins and secs.
Regards,
Suman
Posted: 11 months ago
Cognizant
Cognizant
IN
Hi JosimarJ,
You can Configure Datetime properties in SLA. Just capture last assignment submitted time in one property and and No of Hours to that property.
SLAGoal/SLADeadline = @currentdatetime()+6 hrs using add time function
Hope this helps
Thanks,
Pooja