How to set an overall service level for a case

Commonly, service level rules are associated with process and task-related steps such as stages, flows, and assignments.

Optionally, you can associate a service level rule with a case, so that as the case ages the escalation processing defined in the service level rule occurs. The start time for the goal and deadline periods is the date and time the case was created (or most recently reopened). Service level processing ends when the case is resolved.

Examples

Your business objective may be that the user organization resolved any work items involving amounts of $1,000.00 or more within three business days. You can set a goal time of two business days in a service level rule associated with the work type. For work items that remain open after two business days, automatic escalation processing can occur. Escalation processing can:

• Increase the work item urgency
• Increase the assignment urgency of all assignments for the work item
• Notify the current operator with an email
• Notify the manager of the operator, and so on.

In another business process, work items not resolved within 24 hours may automatically be withdrawn or cancelled, an approach sometimes called "fill-or-kill."

How it works

When enabled, this feature causes the standard flow rule Work-.OverallSLA to execute in parallel with other flows for the work item. This flow contains a single assignment that can be ignored; resolution of the work item activates a standard ticket named Work-.Status-Resolved that cancels the assignment. Ordinarily, you don't need to modify or override the flow rule, but you do need to identify a destination for the assignment and identify a service level rule to run.

The Pega-ProCom agent performs work item escalation processing, as with service levels associated with assignments.

Procedure

To you can enable this capability in either of two ways:

Automatically

1. On the Cases Explorer, select the case type to which you want to add a service level.
2. Open the Case Designer's Details tab and select the Edit link next the Goals and Deadlines option. This opens the Case Designer Goals and Deadlines dialog.
3. Complete the fields as described in About Goals and Deadlines. The system creates, in the case type, a service level rule named .pyCaseTypeDefault. The system also creates a data transform. pyDefault (if it does not already exist)

Manually

1. Identify or create a service level rule in your application that is to perform the desired escalation, choosing appropriate intervals for the goal time and deadline time. If you create a new service level rule, set the Applies To key part to a work type or work pool as appropriate.
2. In the data transform for a work type, set the value of the pySLAName property to the second key part of the service level rule.
3. By default, the routing activity Work-.ToOverallSLA sends the assignments produced by this flow to a workbasket named [email protected], where org.com is the organization of the originator who entered the work item. Such assignments can be ignored; they are deleted automatically when the work item is resolved. If this destination is suitable in your setting, make sure your system includes a workbasket with that name. Alternatively, you can override the simple routing activity, setting a different workbasket name as the AssignTo parameter.
4. The OverallSLA flow execution starts when a new case is entered. It continues until the case is resolved. If a resolved work item is later reopened, the OverallSLA flow execution starts again.

As a best practice, use the Goals and Deadlines setting to create the overall service level.

	deadline, escalation, goal, service level
	About Service Level rules Understanding the Pega-ProCom agent
	Atlas — Standard service level rules

Process category