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cchella24 Member since 2016 10 posts
Optum - (UHG)
Posted: 2 years ago
Last activity: 2 years 5 months ago
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SLA tries until WB is purged

Hello - looking to see how the below statement can be implemented in Pega. Is there an OOTB config/rule/function that can be applied to the SLA for "# of tries". Currently using 7.1.9 w/ CPM-HC 7.1.3.

The ask was to just auto resolve cases sitting in the WB that have not been picked up yet. If the item is in a worklist which means the case has been assigned to a Navigator. These should not get Auto Resolved in my opinion.

If a Navigator calls a Member and 3 attempts have not been exhausted in the 14 hour duration (SLA), then this may get Auto Resolved.

Thanks,

C

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