Skip to main content
Verify the version tags to ensure you are consuming the intended content or, complete the latest version.

Adjusting initial urgency for an assignment

Pega Community logo

Note: The following content, referenced from Pega Community, is included here to help you better achieve the module learning objectives.

Communicate the priority of a given task by adjusting initial urgency. By configuring an assignment urgency, you provide a common understanding of task importance. As a result, you optimize workload management so that users can make informed decisions about which task to process next.

For example, in a case type for reviewing loan requests from VIP customers, you can increase the initial urgency to ensure that customer service representatives (CSRs) resolve such work as a priority.
Before you begin: Assign a service-level agreement to an assignment. For more information, see Setting service-level agreements (SLAs) for stages, processes, and steps. Users can check an assignment urgency during run-time task processing. The urgency can increase during a case life cycle when an assignment passes a goal and deadline. The default assignment urgency is 10.
  1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
  2. In the Case life cycle section, click a step that has a defined goal and deadline.
  3. In the Step properties pane, on the Goal & deadline tab, open the SLA rule by clicking an Open icon next to the rule name.
  4. In the Start of service level section, in the Initial Urgency field, define the initial urgency by entering an integer between 0 and 99.
    An assignment has a default urgency of 10. The system adds the value in this field to determine the initial urgency. For example, if you enter 10, the initial urgency is 20.
  5. Click Save.
What to do next: Ensure that users notice and resolve tasks with passed goals and deadlines. For more information, see Defining an escalation action for an incomplete assignment.

If you are having problems with your training, please review the Pega Academy Support FAQs.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice