Challenge
Service-Level-Vereinbarungen durchsetzen
2 Aufgaben
10 Min.
Szenario
Sie entwickeln die Anwendung MyTown311 zur Erfassung und Verwaltung von Anfragen für städtische Dienstleistungen. Stellen Sie sicher, dass Reparaturen aufgrund von Serviceanfragen zeitnah geplant werden, indem Sie zum Assignment „Schedule repair“ ein Ziel (Goal) und eine Deadline hinzufügen.
In der folgenden Tabelle finden Sie die Anmeldedaten, die Sie zur Durchführung der Challenge benötigen.
| Rolle | Benutzername | Kennwort |
|---|---|---|
| Application Developer | author@mytown | pega123! |
Challenge-Schritte
Genaue Übungsschritte
1 Configure a service level agreement for the Schedule repair step
- In the App Studio navigation pane, click Case types > Service Request to display the Service Request case life cycle.
- In the Review stage, click the Schedule repair step to display the configuration pane on the right.
- In the configuration pane, click the Goal & deadline tab.
- From the Use Service-level agreement (SLA) drop-down, select Custom SLA to display the SLA configuration settings.
- Under Goal, in the Days field, enter 0.
- In the HH:MM:SS field, enter 00:15:00.
- In the Increase urgency by field, enter 25.
- Under the Action drop-down, select the Assignee check box to send a message to the assignee.
- Click Deadline to expand the deadline settings.
- Under Deadline, in the Days field, enter 0.
- In the HH:MM:SS field, enter 00:30:00.
- In the Increase urgency by field, enter 50.
- Under the Action drop-down, select the Assignee check box to send a message to the assignee.
- Click to complete the configuration of the service level agreement.
2 Confirm your work (section not graded)
- In the Service Request case type, click to run a new case and display the Report problem view.
- Click to advance the case to the Report problem view.
- Click to advance the case to the Identify location view.
- Click to advance the case to the Request updates view.
- Click to advance the case to the Schedule repair view.
- In the Schedule repair view, verify that the 14 minutes from now notification is displayed above Schedule repair.
- Under Schedule repair, verify that the DUE IN 29 MINUTES FROM NOW notification is displayed.
Hinweis: 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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