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Enforcing Service-Level Agreements

1 Task

15 mins

 Visible to: All users
Beginner
Pega Platform '24.2
Case Management
User Experience
Constellation
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!
Note: Your practice environment may support the completion of multiple challenges. As a result, the configuration shown in the challenge walkthrough may not match your environment exactly.

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

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

Challenge Walkthrough

Detailed Tasks

1 Configure a Service-Level Agreement for the Schedule repair Step

  1. In the Pega instance for the challenge, enter the following credentials:
    1. In the User name field, enter author@mytown.
    2. In the Password field, enter pega123!.
  2. Click Case Types > Service Request to display the Case Life Cycle.
  3. Click the Schedule repair Step to display the configuration pane on the right.
  4. In the configuration pane, click the Goal & deadline tab.
  5. From the Use Service-Level Agreement (SLA) list, select Custom SLA to display the SLA configuration settings.
  6. Under Goal, in the Days field, enter 0.
  7. In the HH:MM:SS field, enter 00:15:00.
  8. In the Increase Urgency by field, enter 25.
  9. 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. Click Save and run to run a new instance of the Service Request Case Type.
  2. In the Report problem View, select a Request type.
  3. Click Next to advance the Case.
  4. In the Identify location View, in the Address field, enter an address.
  5. Click Next to advance the Case.
  6. Click Next to advance the Case.
  7. Click Submit to advance the Case.
  8. To the right of Schedule repair, click Go to open the Schedule repair View.
  9. Below Schedule repair, confirm that the system displays that the Assignment is due in 30 minutes and has an Urgency of 10.
    Highlighting the deadline and urgency of the Schedule repair assignement.
    Note: The deadline of 30 minutes is displayed at runtime.

This Challenge is to practice what you learned in the following Module:

Available in the following mission:

Return to mission
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