I need to configure a multi-tier SLA escalation rule. If an assignment is not completed within the deadline, the system should automatically notify the first-level manager. If it remains incomplete, the notification should progressively escalate up through five levels of management until the task is resolved
For Example, I’m the Logged in user and an assignment has been routed to me and it has an SLA attached, If the goal elapses I get the notification. If the deadline elapses, my reporting manager gets the notification. Likewise, even after that the assignment remains incomplete my managers reporting manager should get the notification. IF i have to configure passed deadline to occur until the number of reporting mangers in the hierarchy, how to do it?
This can be accomplished with the Passed deadline. However, you have to be mindful of sending notifications up in the ladder because there will be too many notifications based on the number of cases created in Production. It would be good to route it to WorkQueue after 1 to 3 attempts of Passed Deadline and send a notification up in the ladder regarding total number of pending assignments for each day/week.
Hey Ramesh, Appreciate the input!
Thank you for response
I too thought of doing it through “Passed Deadline” But how conditionally send the notification to each one in ladder, But I’m stuck at the point where how to sort the Mangers as pega maintains a clipboard pagelist named “D_pzOperatorsbyWorkGroup” but the order is not the same as it shoes when i navigate up
The D_pzOperatorsByWorkGroup is tied to work group membership, not necessarily the “report-to” hierarchy used for managerial escalation; order is not guaranteed to match your upward chain. Building a deterministic, report-to based list ensures each Passed-deadline tick climbs exactly one level—repeatable and testable.
Use 2 properties at work level - Current Escalation Level (CurrEscLevel - ranging from 0 to MaxEscLevel) and
Maximum Escalation Level - (Integer configurable through dss/app settings )
Create a View to generate a flat list of operator reporting and used that in a Datapage that needs to be invoked from Goal/ DeadLine / Passed DeadLine where appropritate CurrEscLevel level will be passed in as parameter - Post processing increment the CurrEscLevel value.
Your escalation activity (e.g., ACT_NotifyEscalation) loads:
D_GetManagerChain[AssigneeID: .pyAssignedOperatorID]
Picks pxResults[LevelNum] (1..5) and calls pxNotify with the OperatorID.
I was trying to implement your suggested approach, it would be helpful if u could elaborate on “Create a View to generate a flat list of operator reporting” how to get the reporting hierarchy?