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Challenge

Enforcing service-level agreements

1 Task

10 mins

Visible to all users
Beginner Pega Platform 8.6 Case Management English

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) list, 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 list, select the Assignee check box to send a message to the assignee.
    Goal
  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 list, select the Assignee check box to send a message to the assignee.
    Deadline
  1. Click Save to complete the configuration of the service level agreement.

Confirm your work

  1. In the Service Request case type, click Save and Run to run a new case and display the Report problem step.
  2. Click Advance this case to advance the case to the Identify location step.
  3. Click Advance this case to advance the case to the Request updates step.
  4. Click Advance this case to advance the case to the Schedule repair step.
  5. Under Schedule repair, verify that a notification of the amount of time until the task is due is displayed.
    SLA shown as Due 29 minutes from now
    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 interval is displayed as 29 minutes rather than the configured 30 minutes.


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