Professional Documents
Culture Documents
Pega Case and Assignment Urgency
Pega Case and Assignment Urgency
URGENCY
Case Urgency
(pxUrgencyWork)
Initial Urgency Case Level Stage Level Step Level Adjust Work Party
SLA Urgency Urgency Urgency Urgency Urgency
(.pxUrgencyW (.pxUrgencyWor (.pxUrgencyWor (.pxUrgencyWor (.pyUrgencyWor (.pxUrgencyPart
orkClass) kSLA) kStageSLA) kStepSLA) kAdjust) yTotal)
PEGA CASE AND ASSIGNMENT
URGENCY
Assignment
Urgency
(pxUrgencyAssign)
step
Example 1 assignment
Suppose in the above example that a case is created, and currently it is in the Screen Candidate step.
Below, the urgencies are defined in the case, and the Case Urgency is calculated.
Case Initial urgency pxUrgencyWorkClass Defined in the case type settings tab 15
The above SLA urgencies are defined as initial urgencies in the service level rule.
+.pyUrgencyWorkAdjust + .pxUrgencyPartyTotal ))
In the above example, Case Urgency (pxUrgencyWork) = sum of all the above urgencies = 45.
If now urgency is updated from the Update case urgency local action (UrgencyUpdate), the new
If the goal, deadline, and passed deadline urgencies are mentioned in the SLA rules, the case
urgency value will be incremented accordingly when the goal, deadline, and passed deadline
.pyUrgencyAssignAdjust))
In the above example, Assignment Urgency (pxUrgencyAssign) = 65 + 10 = 75. Once Goal Time is reached,
it will be 75+ 5 = 80, and once it reaches the passed deadline, the value will be 80+ 13 = 93.
If now urgency is updated from the Update case urgency local action (UrgencyUpdate), the new Case
urgency (pxUrgencyWork) will be 65+ 10 (pyUrgencyWorkAdjust) = 75. But it will have no effect on the
If assignment urgency is updated from local action (ChangeAssignmentSLA), the new Assignment urgency
(pxUrgencyAssign) will be 93+ 10(pyUrgencyAssignAdjust) = 100 (as 100 is the maximum urgency).
THANK YOU!
https://www.linkedin.com/in/hirendranath-das-9039692b