When an assignment in a standard flow has an SLA configured with a Goal and Deadline, Pega calculates the remaining time to the deadline as soon as the case reaches that assignment. The user portal displays this information next to the assignment as “Due in X time”, where X is the time remaining until the SLA deadline.
For example, if the deadline is 4 mins from the current time, the assignment is displayed as:
Due in 4 minutes
This gives users clear visibility into how much time is left before the assignment reaches its SLA deadline and helps them prioritize their work.
Now consider a screen flow. A screen flow is used when a single user must complete multiple related steps or screens as part of one logical task. It provides a wizard-style experience that allows the user to move forward and backward between screens before completing the assignment.
In a screen flow, it is not possible to assign a separate SLA to each step. This is logically correct because all steps within the screen flow are treated as a single assignment from the end user’s perspective. The alternative is to assign an SLA to the screen flow itself.
When a case reaches the screen flow, the first step is displayed and the user can navigate freely between the available steps. However, the “Due in X time” indicator is not displayed when the current assignment is a step within the screen flow.
The question is:
- Is there an out-of-the-box (OOTB) way to display the “Due in X time” information for screen flow steps?
- If no OOTB option exists, what is the recommended approach to achieve the same objective and provide users with visibility of the remaining SLA time while they are working within the screen flow?