Last updated on Nov 07, 2023
Pega is a tool for managing business processes developed in Java. It uses Java and OOPs concepts. It has become more popular because of its agile way, flexibility, and extensibility. As Pega is a no-code tool, it is very easy for non-technical people to learn how to build complex applications using Pega. It has a dev studio in it that allows the owners of the business, sales leaders, and marketing teams to work directly with the developers to create new applications, automate and improve business processes and learn the business as it works to improve the customer experience. All about Pega begins with the company's need and customer experience, and it comes with decades of evolution to continuously improve.
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SLA stands for Service Level Agreement. SLA is one of the valuable features of the Pega CRM platform. Service Level Agreements enable us to set up goals and deadlines as part of the case management process. The main purpose of SLA is to help the task force to handle everything on time. Pega Rules Process Commander will monitor each SLA rule on taking care of performing a particular event action that was configured on that specific rule. It also adjusts the urgency associated with that task by increasing the urgency number. This may highlight the task in the employee's worklist as it requires attention. So, based on the urgency of the task, we can sort the worklist. For every assignment, the default urgency is 10.
A Service Level Agreement defines time intervals as a goal and a timeline, which are used to standardize the way you solve work in your application. It creates a deadline to complete the work. When we create a goal and deadline, Pega creates an SLA. We can configure service levels for process, steps, stages, and entire classes. In Pega, there are four levels for SLA: start, Goal, Deadline, and Passed deadline.
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There are four types of SLAs. They are:
An SLA referred to an assignment is known as assignment SLA. This SLA is started when the assignment is created and ended when the assignment is completed. Under the newly Assigned Page, the assignment urgency is set in the property pxUrgencyAssignSLA.
An SLA, when referred to the case level, is known as Case level SLA. Throughout the lifecycle of a case, this SLA is applicable. It is started when a case is started and ends when the case is ended. This SLA is identified under the workpage in the standard property pySLAName. It is set in a pxUrgencyWorkSLA property under pyWorkPage. Case level SLA urgency is set in a pxUrgencyWorkSLA property under pyWorkPage.
When an SLA is referred to at stage level, it is called Stage level SLA. It is started when a case enters a stage and stops when the case leaves the stage. Urgency in Stage level is set in a pxUrgencyWorkStageSLA property under pyWorkPage.
When an SLA is referred to as a step or flow level, it is called a Step level or Flow level SLA. A step level SLA starts when a process or step is started and stops when the process or step is ended. A Flow level SLA is started when a flow is started and stops when a flow is ended. A step SLA overrides a flow SLA if present. In the case type rule, step SLA can be referred to in every step under the stage. A flow SLA is referred under the process tab of the flow rule. The flow or step level urgency is set in the pxUrgencyWorkStepSLA property under pyWorkpage.
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An SLA is an instance of class Rule-obj-service level. This SLA event is written to the queue class System-Queue-service level and is processed by an OOTB agent ServiceLevelEvents of the ruleset Pega-ProCom. In Record Explorer, SLA rules can be found under the Process category.
1. Interval from when the assignment is ready
2. Set to the value of the property.
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In this blog post, we have covered all the important information about SLA in Pega. I hope you found this blog helpful and gave you knowledge on SLA's, levels of SLA in Pega, configuring SLAs, etc. If you feel anything to be added or uncovered in this blog, feel free to drop a comment in the comment box.
Kavya works for HKR Trainings institute as a technical writer with diverse experience in many kinds of technology-related content development. She holds a graduate education in the Computer science and Engineering stream. She has cultivated strong technical skills from reading tech blogs and also doing a lot of research related to content. She manages to write great content in many fields like Programming & Frameworks, Enterprise Integration, Web Development, SAP, and Business Process Management (BPM). Connect her on LinkedIn and Twitter.
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