12/05/2016 Service Level form - Completing the General tab

Service level form

Completing the General tab
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The General tab defines three time intervals, know n as the Goal, the Deadline , and Passed
Deadline intervals. The optional Passed Deadline values can occur once, or more than once.
In the Goal column, enter a total time interval that is less than the time interval defined in the
Deadline column.

Field Description
Initial Urgency
Optional. Enter a positive integer less than 99 to cause the system to
increase the urgency of an assignment as soon as this service level
becomes associated w ith the assignment, or as soon as a case enters a
stage.
An assignment service level has a default value of 10. The system adds
the value in this field to arrive at the initial urgency. For example, if you
enter 10, the initial urgency is 20. See Urgency.
Assignment
Indicate how the system determines the starting time for assignments (or
Ready
cases) associated w ith this service level rule. In most cases, choose
Immediately:

Immediately— Assignments associated w ith service levels are

immediately sent to a w orklist, a w orkbasket, or to a Directed W eb
Access email. This setting indicates that the assignee can w ork on
the assignment as it is created — as soon as it arrives on the
w orklist or w orkbasket.
Define from a Property— Instructs PRPC to use a DateTimeproperty
value you specify to determine w hen the assignee can optimally
begin w ork on the assignment.
Interval from assignment creation— Sets a delay period (defined in
other fields) before the assignee can start w ork on this assignment.
For example, you can compute a start time for the assignment seven
days after it is created. If you choose this option, complete Days,
Hours, Minutes, and Seconds fields for the calculation.

In some situations it is beneficial for the application to create an

assignment but not realistic to expect a user to start w ork on the
assignment for a w hile. This computed field identifies a recommended but
not binding "not-before" date and time for an assignment associated w ith
a service level. It determines the value of the Assign-.pyActionTime
property.
For example, if completing the assignment depends on a user accessing
end-of-trading-day security prices, the start time of the assignment can be
set to 4:30 p.m. New York time, w hen many United States security markets
close.
The system derives the computed start date and time value independently
from the goal and deadline date and time values.

(no label)
Select w hether you w ant goal and deadline times to be fixed, constant
intervals recorded on this form, or the value of a DateTimeproperty:

Interval from when assignment is ready— Enter fixed numeric

values in the Days and HH:MM:SS fields to define goal and deadline
intervals.
Set to the value of a property— Goals and deadlines are defined
as the value of a property rather than fixed intervals.

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12/05/2016 Service Level form - Completing the General tab
For example, a mortgage or bond may have a know n, fixed maturity date
that doesn't depend on w hen processing starts on it. A property in the
w ork item, not a fixed time interval, may become the goal or deadline date.

Repeating
If you entered values in the Passed Deadline fields, enter a positive
interval from
integer to limit how many times the system runs post-deadline processing
deadline .. Times
in that column. At runtime, this value is copied from the rule into the
assignment property Assign-.pxLateMaximum.
At runtime, the integer property Assign-.pxLateExecuteCount records how
many times the late event has occurred for an assignment. Your
application can access this value; do not update this system-maintained
value.
Get DateTime
This field appears only w hen Define from a Propertyis selected for the
From
Assignment Ready field. Identify a property that at runtime is the source
of an absolute date and time value. The value of that property w hen the
assignment (or w ork item) is created becomes the start date and time for
this use of the rule.
Reference a property w ith a DateTimetype here; you cannot use Date
properties.
The system uses the value of this property to compute the deadline
time (property Work-.pySLADeadline) and goal time (property
Work-.pySLAGoal) for the assignment only once, w hen the assignment is
created. Later changes to the value of this property do not automatically
cause any recomputation of these times.

GOAL, DEADLINE,
Define up to three time intervals in this area, corresponding to a goal, a
PASSED
deadline, and a post-deadline late period. W hen each of the three time
DEADLINE
intervals is reached (and assignment processing is not complete), an
agent runs the corresponding activity.
The goal interval and deadline interval are not sequential; both time
intervals start w hen the associated assignment (or w ork item) is created.
The first Passed Deadline period starts at the deadline event.
For example, assume the three values are one, tw o, and seven calendar
days:
An assignment created at noon on March 1 using this service level
w ill reach the goal at noon on March 2.
If the assignment remains open, it reaches the deadline at noon on
March 3.
The first repeating interval occurs at noon on March 10. The second
repeating interval occurs at noon on March 17.
The Passed Deadline values are optional.
You can use properties to define the goal time and deadline time.

Days
Four fields define the interval. Enter a positive number into at least one of
the three fields; they are additive.
Enter the number of days after the assignment is created until the start
date and time value.
+HH:MM:SS
Enter the number of hours (0 to 23), minutes (0 to 59) and seconds (0 to
59) after the assignment is created until the start date and time value.

Property
This row appears only w hen you select Set to the value of a propertyin
the previous field. Identify tw o properties of type DateTimethat contain the
absolute goal and deadline dates times w hen this service rule is first
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12/05/2016 Service Level form - Completing the General tab
applied to an assignment or w ork item. You cannot use properties to
define the interval duration, only the goal or deadline end date and time.
Take care to design your application so that these property values are
in the future at that moment, or service level escalation occurs as soon as
the assignment is created.

Business days
If you selected Interval from when assignment is ready, check this box to
interpret the interval in business days, using information from a calendar
of w orkdays and holidays defined by a Calendar data instance (Data-
Admin-Calendar class). If you leave this box cleared, the calculation is
based on calendar days.

Urgency
Optional. Enter a positive integer betw een 1 and 99 in any of these three
(0-100)
fields to cause the urgency of an assignment to increase if the assignment
remains unprocessed w hen the time is reached. (The system limits the
urgency to a maximum value of 100.)
Goal — If an assignment remains open w hen the goal time is
reached, the system adds this value to urgency value of the
assignment.
Deadline — If an assignment remains open w hen the deadline time
is reached, the system adds this value to urgency value of the
assignment.
Repeating Interval — If an assignment remains open w hen any
repeating interval ends, the system adds this value to urgency value
of the assignment, once for each repeating interval.

Escalation
Click the Edit link to open the Perform Action w indow . In the Select
Action(s):
Action... drop-dow n menu, a list of common SLA escalation actions
appears. Specify those actions to execute automatically, and complete the
When field to indicate w hen to perform the action, such as w hen an
assignment remains unperformed, or a w ork item remains open, after a
deadline, goal, or repeating interval time is reached. All data are optional.
To specify actions other than those that appear in the drop-dow n menu,
select Run Activity.
Parameters for the action appear below the When field. Specify the
parameter values in the displayed fields.
Click the Add icon to specify additional escalation actions and w hen they
execute.
Take care to design the escalation actions in an order that makes
sense for the application. For example, if an action terminates processing,
any follow ing actions w ill not execute.
To edit a configured action, click the Edit link beside the action.
To re-order the actions, drag and drop an action to a new location.
Escalation activities are performed in background by a Java thread of the
Pega-ProCom agent; these activities cannot include user interaction. Tw o
standard activities are available:
Work-.SendEmailToManagerOnDeadlineTime
Work-.SendEmailToManageronGoalTime

About service levels

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