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About Service Level rulesPurpose
Service level rules define three time intervals, known as goal, deadline, and late intervals. The goal time is the smallest time interval, the deadline time is a longer interval, and the late interval defines post-deadline times. Each time interval is in days, hours, minutes, and seconds.
Service level rules can be associated with a work item or an assignment. When the time interval defined by the service level is reached without the assignment being performed (or the work item becoming resolved), escalation occurs.
Escalation can change the urgency value of the assignment or work item, send it to someone else, send an alert or email message, cancel the work, or initiate other processing.
Where referenced
Service level rules are referenced in the assignment shapes of flows.
The Pega-ProCom agents rule — a background requestor — detects goals and deadlines not met and performs escalation processing. To make your application's custom service level rules visible to this agent, update the access group for the Pega-ProCom agent schedule data instance to include your application RuleSet versions.
Access
Use the SLAs gadget (
> Process and Rules > Processes > SLAs to identify the assignment service level rules in the current application, and drill down to the flows that reference them.
Use the Application Explorer to access the service level rules that apply to the work types in your application. Use the Rules Explorer to list all the service level rules available to you.
Delegation
After initial development and testing, selected service level rules can be maintained by line business managers rather than by application developers. The General tab of the form provides managers access to the fields most often updated.
For each service level rule in your application, consider which business changes might require rule updates, and whether to delegate the rule to non-developers who then can make such updates directly. See How to build for change.
Category
Service level rules are part of the Process category. A service level rule is an instance of the Rule-Obj-ServiceLevel rule type. Service level rules are sometimes called service level agreements, or SLAs.
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Understanding the Pega-ProCom agents
Process and Rules category — Processes landing page |
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Atlas — Standard service levels |
Process category
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