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Challenge

Enforcing service-level agreements

Scenario

You are developing an application MyTown311 to capture and manage requests for city services. Ensure that service request repairs are scheduled promptly by adding a goal and deadline to the Schedule repair assignment.

The following table provides the credentials you need to complete the challenge.

Role User name Password
Application Developer author@mytown pega123!

Challenge Walkthrough

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

Detailed Tasks

1 Configure a service level agreement for the Schedule repair step

  1. In the App Studio navigation pane, click Case types > Service Request to display the Service Request case life cycle.
  2. In the Review stage, click the Schedule repair step to display the configuration pane on the right.
  3. In the configuration pane, click the Goal & deadline tab.
  4. From the Use Service-level agreement (SLA) drop-down, select Custom SLA to display the SLA configuration settings.
  5. Under Goal, in the Days field, enter 0.
  6. In the HH:MM:SS field, enter 00:15:00.
  7. In the Increase urgency by field, enter 25.
  8. Under the Action drop-down, select the Assignee check box to send a message to the assignee.
    Check assignee in the Goal section.
  1. Click Deadline to expand the deadline settings.
  2. Under Deadline, in the Days field, enter 0.
  3. In the HH:MM:SS field, enter 00:30:00.
  4. In the Increase urgency by field, enter 50.
  5. Under the Action drop-down, select the Assignee check box to send a message to the assignee.
    Check assignee in the Deadline section.
  1. Click Save to complete the configuration of the service level agreement.

2 Confirm your work (section not graded)

  1. In the Service Request case type, click Save and Run to run a new case and display the Report problem view.
  2. Click Done to advance the case to the Report problem view.
  3. Click No, advance the case to advance the case to the Identify location view.
  4. Click No, advance the case to advance the case to the Request updates view.
  5. Click No, advance the case to advance the case to the Schedule repair view.
  6. In the Schedule repair view, verify that the 14 minutes from now notification is displayed above Schedule repair.
  7. Under Schedule repair, verify that the DUE IN 29 MINUTES FROM NOW notification is displayed.
    Verify that the repair is scheduled
    Note: The SLA intervals are displayed using only the largest time units configured and begin to count down as soon as the case is created. As a result, the intervals are displayed as 14 minutes and 29 minutes, rather than the configured 15 minutes and 30 minutes.


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