How SLA activate.

General
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1

Hi All

I have question that how SLA activate in background.

I have settled SLA in Flow Action Single Shape. If a user doesn’t update anything to the case, a case will be automatically assigned WorkList to WorkQueue.

We set Goal:2min, DeadLine:4min, and Passed Deadline:5min which meant a case will be automatically assigned WorkList to WorkQueue in 9min since a user doesn’t update anything to a case.

My questions what I want to clarify are;

  1. SLA activates when deadline and passed deadline time are spent.

  2. How could I trace to activate SLA?

  3. Do I need to update another rule for activate SLA?

for example, agent needs agent scheduler.

  1. Do I need to server reboot or refresh session when I modify SLA information?
2

@YoheiO66

  1. SLA will kick in as soon as it reaches the assignment in the Flow.

  2. How to trace SLA in pega 8 | Support Center

  3. No

  4. No