Service Level Agreement rules in Pega

Service Level Agreement rules in Pega
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Is it right to pursue a career with Pega? Yes, of course. Pega is a Business Process Management tool based on Java that is used to develop business applications. It is the leading BPM tool among all the other BPM tools in the market. Pega allows you to build and manage web applications with very little effort. All the web application components are inbuilt in Pega. It even possesses the best built-in Software Configuration management. Candidates who attend Pega Training will have huge demand in the future. SLA in Pega plays a key role in protecting your organization and ensuring a successful relationship with your supplier. In this post, let us know how we can configure an SLA.

What is SLA?

SLA refers to Service Level Agreement. It defines the time intervals that are used to standardize the way you solve the job in your application. If the time specified for the task has expired, the escalation order may be issued. A Service Level Agreement can be applied to cases, steps, flows, stages, and assignments. Intervals supported in SLA are:

  • Goal: The proposed time for completing the task. 
  • Deadline: The actual time for completing the task.
  • Past deadline: Time beyond the prescribed time for an item.
  • After the due date, this interval is assessed on a cyclical basis until the job is completed.

The resolution times are determined in the following way:

  • Cases: It starts when a case is initiated and stops when the case is solved.
  • Flows: It starts when a flow is started and stops when the flow is ended or stopped. An SLA for a flow can be defined on the process tab of the flow form.
  • Steps: It starts when a step is started and stops when the step is ended or stopped. If defined, A flow SLA is overridden by a step SLA.
  • Stages: It starts when a case moves into a stage and stops when the case leaves the stage.
  • Assignments: It starts when an assignment is created and is displayed in the worklist and stops when the assignment is completed or stopped because of an error. The time a user opens the form and starts working on the task will not affect the resolution time. An SLA for an assignment can be defined in the properties panel of the assignment shape.

How can we configure SLA in Pega?

To configure an SLA, we need to follow these steps.

Step1: We need to create an SLA rule

Step 2: Then, with an assignment shape, create a sample flow rule.

Step 3: Now configure the SLA in Assignment shape.

Step 4: Execute the flow rule.

There are two types of SLAs – Assignment SLA and Work item SLA. Let us see how to configure them:

Assignment SLA configuration:

Step 1: First, we need to create an SLA rule. Here set the initial urgency=10 and assignment ready as immediately. Our SLA is ready now.

Step 2: Now, we need to create a sample flow rule using an assignment shape.

Step 3: Then configure the SLAs that are in assignment shape. You can find a clock symbol on the assignment shape that indicates that the SLA is configured. 

Step 4: Execute the flow rule. Flow is based on the assignment shape from where it expects the user to input. Assignment Urgency can be calculated by declaring expression. Initially, we set the SLA urgency to 10. At the time of item creation the urgency must be 20. Now refresh the worklist after some time, set SLA urgency to 40. Let us trace what’s happening off-screen. 

Step 5: Let’s trace the flow. We can find the activity ‘DefineSLATimes’ that sets the value of SLA to assign-worklist class. Assignment SLA values can be verified in the pc_assign_worklist table and in the clipboard new assign page. We can also find the other values such as goal and deadline date, etc. We can also declare expressions getting fired and find, assign, AddAssign activity will be called. The activity responsible for queuing the purpose event to SLA Agent is AddAssign. Updating SLA based on Goal or deadline and executing escalation activities are done by the standard SLA agent activity. 

Work item SLA configuration:

We can configure an SLA to run across the entire lifecycle of the work item.

Step 1: First, we need to create an SLA.

Step 2: Now, we need to create a flow rule. 

Step 3: Within the flow rule process tab, the Service Level Agreement must be added. In the SLA rule form, the pySLAName property is configured. We can also update the value dynamically during the creation of a work item.

Step 4: Then, Execute the flow rule and check the urgency of the Work item. Depending on the flow type pxUrgencyWorkStepSLA, pxUrgencyWork StageSLA are assigned. In the initial process flow, pxUrgencyWorkStepSLA is equal to 10. Wait till the goal time and check case urgency and status; the urgency will be increased. 

Step 5: Let us trace the flow: select SaveNew, then DefineSLATimes, then OverallSLA. It is the parallel flow to the work item with a single assignment shape. If you can find the assignment shape, it means that SLA is configured. This can lead to assignment SLA. There is a router activity that forwards the assignment to the work basket.

A Service Level Agreement establishes a timeline for completing the work. Organizations frequently enter into service-level agreements to ensure that deadlines are met.

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