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Support Article

SLA urgency on work object not being updated



You observe that Work Objects with expired SLAs, which contain associated Goal/Deadline urgency updates that are not reflected in the work object current urgency value as viewed from the case management.

Error Messages

Not Applicable

Steps to Reproduce

In PRPC 7.1.4 or before, create a case based SLA from the details area of the Case Designer view. Then create a work object and monitor it once it's associated Goal and Deadlines have expired. The urgency will remain at the initial urgency value.

Root Cause

The root cause of this problem is a defect in Pegasystems’ code/rules. PRPC was incorrectly not updating urgency escalations coupled to goal and deadline events.


This issue is resolved in PRPC 7.1.5.
Suggest Edit

Published March 27, 2016 - Updated October 8, 2020

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