About Service
Level rules
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Service level rules define three time intervals, known as goal, deadline, and late intervals. The goal time is the smallest time interval, the deadline time is a longer interval, and the late interval defines post-deadline times. Each time interval is in days, hours, minutes, and seconds.
Service level rules can be associated with a work object or an assignment. When the time interval defined by the service level is reached without the assignment being performed (or the work object becoming resolved), escalation occurs.
Escalation can change the urgency value of the assignment or work object, send it to someone else, send an alert or e-mail message, cancel the work, or initiate other processing.
Service level rules are referenced in the assignment tasks of flow rules.
The Pega-ProCom agent — a background requestor — detects goals and deadlines not met and performs escalation processing. To make your application's custom service level rules visible to this agent, update the access group for the Pega-ProCom agent schedule data instance to include your application RuleSet versions.
Use the Cases and Content slice (
) or Application
Explorer to access the service level rules that apply to the
work types in your application. Use the Rules by Type Explorer
to list all the service level rules available to you.
After initial development and testing, selected service level rules can be maintained by line business managers rather than by application developers. The Events tab of the form provides managers access to the fields most often updated.
For each service level rule in your application,
consider which business changes might require rule updates, and
whether to delegate the rule to non-developers who then can
make such updates directly. See How to build for
change.
Service level rules are part of the Process category. A service level rule is an instance of the Rule-Obj-ServiceLevel rule type.
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Understanding the Pega-ProCom agent |
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Atlas — Standard service levels |
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