How does an SLA work if deadline date occurs before goal date?

General
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1

The SLA rule has goal and deadline set based on two different properties. One is for Goal and another for Deadline. Since these properties are set before the SLA is trigger, there is a possibility that Deadline date occurs before Goal Date.

How does the SLA behaves? Does it fail and throw an exception? Or it ignores Goal (or Deadline) completely and calculates urgency only at the Goal (or Deadline) stage?

Regards

2

Hi @NadeemM8116,

Pega does not throw an error. It still processes SLA events in chronological order of the given timestamps, regardless of whether Goal < Deadline. However, it can cause logical inconsistency — so validation before SLA trigger is recommended

Regard

Mohd Qizer Uddin