I have created SLA rule and setting up datetime to datetime property called “.SLADateTimeS” and setting value @addToDate(@CurrentDateTime(),1,0,5,0) .
I am using Dynamically defined on property option in SLA rule expecting the assignment should not be available for operator to work on that. but, it is not stoping the user to work on assignment.
Attached the screenshots. i am using pega 8.6 academy clould system.
@…Ram…
SLA rules are used to ensure timely completion of the cases and assignments but not to prevent or restrict the user from performing an assignment. To prevent or restrict the user from performing an assignment, you can use privilege on that particular flow action
I am implementing this. … can you advise the steps pls
Delayed service levels
When a case reaches an assignment, the system creates an assignment. However, in some cases, a user cannot start work on the assignment immediately. In these cases it is beneficial to delay the processing of a service-level agreement (SLA) to account for assignments that are not immediately ready for users.
For example, a stock brokerage company establishes a deadline of two hours to price assets in customer accounts. Associates cannot begin pricing assets until after the stock market closes for the day at 4:30 P.M. Even if the case reaches the assignment earlier in the day, the system does not send the assignment to the associate’s worklist until 4:30 P.M. The deadline is 6:30 P.M.
@…Ram… This understanding is not correct that if you use SLA defined on a property, it will not allow you to access the assignment. Pega doesn’t stop user from accessing the assignment, it just doesn’t start calculating the SLA unless and until the assignment reaches the time defined on property used for “Assignment available on” option.
@…Ram… In this case you can update the current flow to have a wait shape time reference and set the date time as 4.30 PM and uncheck the checkbox to continue process and then on the current assignment you still use the SLA for that assignment completion goal and deadline.
@…Ram… I don’t understand what is mean by alternate solution, adding a wait shape is a delayed service level. You can check in the service-level-agent record when a wait shape is added it makes an entry there and wait until the wait condition get completed.
On the point of SLA rule: they do not handle the assignment creation and there purpose is to make sure that once the assignment is created how much time they want to give to complete that following task.
Start the user time at the point of creation
Add Time after some time
Add Time based on the property.
That is the general rule of SLA and i.e. service level for the following task.
