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Completing work on time

Ren is eager to incorporate Pega’s service-level agreements (SLAs) into his application. SLAs establish work completion deadlines that enforce on-time performance, an aspect of case management that could greatly benefit the Creative Content team. 

Watch the following video for more information about how SLAs work:

Service-level agreements

Ren's application uses goal and deadline intervals as part of his SLA. The goal defines the length of time it should take to complete an assignment and is typically measured from the start of the case, stage, or step to which it has been applied. The deadline defines the length of time at which an assignment is considered late. The deadline is also measured from the start of the case, stage, or step. 

Ren's application also includes adjustments to the urgency level of each case. Urgency is a numeric value that brings visibility to unresolved work in an application. The higher the urgency level, the higher the case will be placed near the top of the team work queue or user worklist.

For example, Ana's worklist, prioritized by both deadline and urgency level, is seen in the following image:

Ana's worklist prioritized by both deadline and urgency level.


Finally, Ren's application also incorporates escalation actions to take when a case, stage, or step is late. Escalation actions include:

  • Creating notifications
  • Reassigning cases to different users
  • Resolving cases

For example, if Ren misses a project goal, a notification would be sent to his manager, Gab, to inform him of the delay. 

Note: To learn more about service-level agreements, see Pega Documentation's Completing work on time.

Check your knowledge with the following interaction:

Defining an SLA

The Creative Content team has a goal of completing a project in five days, with the project considered late at seven days. Gab likes to be notified if a project is going to miss either the goal or deadline.

To define these conditions in an SLA, Ren performs the following steps:

  1. Click the Content Submission step to open the contextual property pane.
  2. Click the Goal and deadline tab.
  3. In the Use Service-level agreement (SLA) list, select Custom SLA.
  4. In the Goal section:
    • In the Days field, enter 5.
    • In the Increase urgency field, enter 10.
    • In the Action list, select Notify.
    • Select the Manager check box.
    • Select the Use default message radio button.
  5. In the Deadline section:
    • In the Days field, enter 7.
    • In the Increase urgency field, enter 20.
    • In the Action list, select Notify.
    • Select the Manager check box.
    • Select the Use default message radio button.
  6. Click Save.

Ren is also going to incorporate SLAs into the following steps:

Step Category Goal Deadline
Supervisor Approval

 Time from start

 6 hours 2 days
  Increase Urgency  0 10
  Notify (Nobody)  Assignee 
Content Resubmission

Time from start 

2 days 3 days

Increase Urgency 

10 20
  Notify Manager  Manager 

Ren demonstrates the process of adding SLAs to his application in the following video:

Note: The following video has no audio and no close captions.

In your environment

In your own Pega environment, add at least one SLA to your application. You can duplicate one of the SLA agreements that Ren configured, or define an SLA with goal, deadline, urgency levels, and actions that reflect your own process.

This Topic is available in the following Module:

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