Hi,
I am solving a challenge Escalating late work in pega csa documentation. Escalating late work | Pega Academy
Can anyone help me to understand why we took 6 in Limit passed deadline events to field.
@AbhishekC1725 Hi Abhishek, the details for the reason are provided in step 6:
- In the Limit passed deadline events to field, enter 6 to repeat the interval until the urgency reaches 100.
A passed deadline is a recurring event.
it is asked to configure with 6. This means the Passed Deadline will occur 6 times every 15 mins.
Each time it occurs the urgency is increased by 10.
Here the case urgency is defined as 10. When a case is created the initial urgency is 10.
When SLA is triggered and goal time is breached then it is 10 (Initial urgency) +20 (goal urgency) = 30
When Deadline is breached, 30 + 10 (deadline urgency) = 40
And passed deadline has 6 occurrences. 6 x 10 = 60
total urgency becomes 40 + 60 = 100
@saiganeshgoudn5231 thank you so much for clearing my doubts. You explained very well. Thanks once again.