Service level record

A service level record defines one to three time intervals, known as goals, deadlines, and late intervals, that indicate the expected or targeted turnaround time to resolve a case, or to complete a stageor an assignment. These provide metrics or standards for the business process.

You can associate service level records for:

• Overall case process — Starts when a case is instantiated (or most recently reopened), and stops when the case is resolved. The service level record is identified in the standard property .pySLAName, typically set through a data transform for the Work- class. The default value is the Default service level. To create or modify the overall service level for a case type, use the Goals and Deadlines settings on the Case Designer's Details tab. See About Case Designer landing pages. Although not a best practice, you can create service level functionality for as case as described in How to set an overall service level for a case.
• Stages — Starts when a case enters a stage, and stops when the case leaves the stage. To add a service level to a stage, open the Stage & Processes tab on the Case Designer landing page, open the Stage Configuration dialog, and select a service level record from the Service level for stages field. See Using the Stages & Processes tab. Alternatively, you can enter a stage service level in the service level field on the case type record's Stages tab.
• Flows — Starts when a flow starts, and stops when the flow ends or otherwise stopped. This setting is typically used for flows in stage-based case management applications. To add a flow service level, enter a service level in the flow record's Process tab. See Flow form - Completing the Process tab.
• Assignments — Starts when the assignment is created and appears on in a workbasket or worklist (not when a user opens the form and begins processing the assignment). The service level ends when the assignment is completed and the case advances to the next step in the process, or stops due to an error condition. Set the service level record in the Properties panel of the assignment shape. See Flow form — Editing with Process Modeler — Associating a service level with an assignment

The Pega-ProCom agent detects service levels not achieved — unmet goals or deadlines — promptly. If a service level is not completed before the time limit, the system can automatically perform one or more actions such as notifying parties, escalating the assignment, reassigning the case, and so on.

Use the SLAs landing page (> Process and Rules > Processes > SLAs to identify the service level records in the current application, and the flows or case types that reference them.

Case, stage, and assignment service levels operate independently. For example:

• If you set a stage deadline for 1/21, and the stage contains an assignment deadline set for 1/21, the assignment deadline will not be passed until the stage is 10 days past its deadline.
• If an assignment is in error, its service level stops. However, the stage service level remains active even if the process is stopped and the case remains in the stage.

Don't confuse service level records with service records (Rule-Service- classes). Service records define how an external system accesses your PRPC application to run activities.

Service level records are sometimes informally called service level agreements or SLAs.

	assignment, deadline, escalation, goal, timeliness, work item, worklist
	About Service Level rules
	Atlas — Standard Service Level rules

Definitions