#Pega

[@rashmibhivapurkar4198]

Hi Harsha, Recent Interview question : If we have configured sla as 5days for case to get completed and we want to reduce it to 3days for next deployment. 3days sla should reflect on inflight cases n future cases also. How will you configure Can you please explain How to configure it

[@HarshaTrainingsacademy]

Define SLA with dynamic goal and dead line. Define a dss with value 3. Set this value in pre processing of flow action to the goal / deadline property acconrdingly. New cases will have the 3 days of SLA. In flight cases to be updated by a job scheduler with latest value in the SLA table.

[@rajesh2593]

Very good explanation with example

[@HarshaTrainingsacademy]

Keep watching ...And Subscribe !!!

[@bajarivemareddy]

How to tracer whether the escalation activity is getting called or not.

[@HarshaTrainingsacademy]

To trace whether an escalation activity is being called or not in Pega, you can follow these steps using the Tracer tool: 1. **Open Tracer**: Log in to your Pega application and open the Tracer tool. You can access the Tracer from the Developer toolbar or by navigating to Designer Studio > System > Operations > Tracer. 2. **Set Tracer Options**: In the Tracer window, set the appropriate tracing options. Ensure that "Activity" and "Escalation" checkboxes are selected under the "Event Type" section. 3. **Start Tracing**: Start tracing by clicking on the "Start Trace" button. This will enable the Tracer to capture activity and escalation events as they occur. 4. **Trigger Escalation**: Trigger the escalation condition that should call the escalation activity. This could involve letting a case or assignment remain unresolved beyond the escalation time period specified in your system. 5. **Observe Tracer Events**: As the escalation condition is triggered, monitor the Tracer events to see if the escalation activity is being called. Look for entries related to the escalation activity in the Tracer output. 6. **Analyze Tracer Output**: Analyze the Tracer output to determine if the escalation activity is being invoked correctly. Look for any errors or unexpected behavior that may indicate issues with the escalation configuration or activity execution. 7. **Stop Tracing**: Once you have captured the relevant events in the Tracer, stop tracing by clicking on the "Stop Trace" button. 8. **Review Tracer Results**: Review the Tracer results to confirm whether the escalation activity was called and executed as expected. Pay attention to any error messages or warnings that may require further investigation. By using the Tracer tool and following these steps, you can effectively trace and monitor whether the escalation activity is being called and executed as intended in your Pega application.

[@mohdahmad5718]

Hi Sir..... Let say my urgency starts today as 10 and goaltime is 5...now when will the urgency change the moment when 5th day starts or after competing 5 days?

[@HarshaTrainingsacademy]

after complition of 5th day

[@KT-el1zp]

Hi Harsha, After passed deadline is over, is it possible to set Goal time again?

[@HarshaTrainingsacademy]

In Pega, once a deadline defined by a Service Level Agreement (SLA) rule has passed, you cannot reset the goal time for that specific deadline. SLAs are designed to track and enforce timeframes for work items, and once a deadline is missed, it typically cannot be reset manually. However, you can consider the following options if you need to address the missed deadline or adjust future deadlines: 1.Adjust the SLA Rule: If you find that the SLA rule's settings are too strict or unrealistic, you can adjust the SLA rule's configuration to extend the goal time for future cases. This will affect new cases that are created after the SLA rule is modified. 2.Escalation or Notification: You can configure the SLA rule to trigger an escalation or notification when a deadline is missed. This way, even if the goal time cannot be reset, you can be alerted to take appropriate actions, such as manually prioritizing the work item or adjusting the next steps. 3.Ad-Hoc Adjustments: If there are exceptional cases where you need to make adjustments to the goal time after it has passed, you may consider creating a custom process or flow to handle these exceptions. This would require custom development to update the SLA goal time in a controlled and auditable manner. Remember that SLAs in Pega are often used to enforce timeframes and service levels based on predefined rules, and they are designed to provide consistency and automation in case management. Making ad-hoc changes to SLAs can potentially undermine this automation.

[@vetapalemanilkumar30]

Hi Harsha, What happens if Step level SLA is more than Stage/Case level SLA. Thanks in advance.

[@HarshaTrainingsacademy]

Thank you for your comment... We will try our best to share better knowledge to students... Hope you are enjoying the conetent.. Thanks Harsha Trainings

[@rg_adda]

How to pause SLA calculation?