I’m working on Pega Constellation and facing an issue with SLA urgency updates not aligning with our case age calculation. As per the requirement, we have a Referral Received Date which is a date property, and the case age is calculated based on this date, incrementing daily (Day 1, Day 2, etc.). The expectation is that on Day 4 the urgency should increase to 20, and on Day 5 it should be 30. However, the SLA is configured using a datetime property, so it only updates urgency when both the date and time reach the defined deadline. Because of this, even when the case age shows Day 4 (since the date has changed), the SLA still reflects an urgency of 10 if there are still several hours remaining in the time portion of the deadline. This creates a mismatch between the date-based case age calculation (which updates at midnight) and the datetime-based SLA (which depends on the exact time).
Could you please suggest the best approach to align SLA urgency with date-based case age?
The best fix is to stop basing urgency on the SLA deadline time and instead drive urgency from the date-based case age logic. Since your business requirement is aligned to “Day 1 / Day 2 / Day 3” at midnight, a datetime-based SLA will always be a poor fit because it evaluates against an exact timestamp, not a calendar day boundary.
Use the Referral Received Date as the business anchor, then calculate case age as a separate date-based value and update urgency from that logic. For example:
Day 1 → urgency stays at base level.
Day 4 → set urgency to 20.
Day 5 → set urgency to 30.
This makes urgency follow the same midnight-based boundary as your age calculation, instead of waiting for the SLA datetime to cross its exact deadline
Better design options:
Use a date-based custom urgency rule
Drive urgency through a scheduled calculation
Keep SLA for timing, use separate business-age logic for urgency
For your requirement, I would not try to force a datetime SLA to behave like a date-only rule. I would implement a dedicated date-based urgency calculation off the Referral Received Date, and use the SLA only if you need escalation/reminder behaviour