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Support Article

SLA deadline cannot be blank

SA-586

Summary



Cannot set an SLA for Goal time without Deadline time.

Error Messages



Goal time must be less than Deadline time


Steps to Reproduce



Set Goal time and leave Deadline time blank.


Root Cause



The root cause of this problem is a misunderstanding of the intended design or function of SLAs.


Resolution



As explained by the error message displayed on the screen and documented in the Help documentation, when defining an SLA, the goal is the first and shorter of two time intervals defined in a service level rule. This interval is a sum of days, hours, minutes, and seconds and may relate to a specific calendar or time zone. (The second time interval is known as the deadline.)
For more information refer Goal help topic: https://pdn.pega.com/sites/default/files/help_v63sp1/Default.htm#definitions/g/goal.htm

While it is valid for Goal and Deadline to be the same instant in time, having a Deadline of zero (that is instantaneous) and a later Goal beyond this does not meet this condition. Therefore, this error message is working as designed.
Suggest Edit

Published December 7, 2016 - Updated October 8, 2020

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