Question
SLA not executing properly.
Can anyone explain me, with screenshots, how to configure Service Level Agreements for Assignemnt level and for work object?
I have been trying to execute them, but neither Escalation activity is getting executed nor Urgency is set.
Also, please let me know how to trace SLA rules. I tried this by turning off Pega-Procom agent, delaying it and starting it again and tracing the Requestor created, but this is not helpful.
***Moderator Edit: Vidyaranjan| Updated Categories***
Accepted Solution
Hello,
To understand how to trace an SLA, please follow this pega tube video : https://pdn.pega.com/pegatube/support-guide-how-trace-agent
can you check in the broken queue items aswell?
You can also check the instances to system-queue-servicelevel and check whether there is an entry for yours.
HI Salman,
Please check below help link for setting a goal and deadline for an Assignment and for a Case,
https://pdn.pega.com/sites/pdn.pega.com/files/help_v721/case%20management/process-modeler/assignment/cm-setting-goal-and-deadline-for-assignment-tsk.htm
https://pdn.pega.com/sites/pdn.pega.com/files/help_v721/case%20management/case-designer/case-wide-properties/service-level-agreement/cm-setting-goals-deadlines-in-case-designer-tsk.htm
Also,
Refer below links to know the process to trace SLA,
https://pdn.pega.com/community/pega-product-support/question/how-trace-sla
Others can comment.
Thanks,
Bala