PEGA CASE AND ASSIGNMENT

URGENCY

Case Urgency
(pxUrgencyWork)

Initial Urgency Case Level Stage Level Step Level Adjust Work Party
SLA Urgency Urgency Urgency Urgency Urgency
(.pxUrgencyW (.pxUrgencyWor (.pxUrgencyWor (.pxUrgencyWor (.pyUrgencyWor (.pxUrgencyPart
orkClass) kSLA) kStageSLA) kStepSLA) kAdjust) yTotal)
 PEGA CASE AND ASSIGNMENT
URGENCY

Assignment
Urgency
(pxUrgencyAssign)

Assignment Level Adjust Urgency

Case Urgency
SLA Urgency
(.pyUrgencyAssignAdjust)
(.pxUrgencyWork) (.pxUrgencyAssignSLA)
Case Study stage

step
Example 1 assignment

Suppose in the above example that a case is created, and currently it is in the Screen Candidate step.
Below, the urgencies are defined in the case, and the Case Urgency is calculated.

Urgencies Property Description Value

Case Initial urgency pxUrgencyWorkClass Defined in the case type settings tab 15

Defined in the service level and add

Case Level Urgency pxUrgencyWorkSLA the service level in case type 10
settings> Goal & Deadline tab

Defined in the stage service level

Stage Level Urgency pxUrgencyWorkStageSLA 12
rule

Defined in the step/flow service level

Step Level Urgency pxUrgencyWorkStepSLA 8
rule
 CASE URGENCY

The above SLA urgencies are defined as initial urgencies in the service level rule.

Case Urgency (pxUrgencyWork) = @min(100,@max(0,.pxUrgencyWorkClass +

.pxUrgencyWorkSLA + .pxUrgencyWorkStageSLA +.pxUrgencyWorkStepSLA

+.pyUrgencyWorkAdjust + .pxUrgencyPartyTotal ))

In the above example, Case Urgency (pxUrgencyWork) = sum of all the above urgencies = 45.

If now urgency is updated from the Update case urgency local action (UrgencyUpdate), the new

Case Urgency will be 45+ 14 (pyUrgencyWorkAdjust) = 59.

If the goal, deadline, and passed deadline urgencies are mentioned in the SLA rules, the case

urgency value will be incremented accordingly when the goal, deadline, and passed deadline

time are reached.

 ASSIGNMENT URGENCY
Example 2
Suppose now we are in the Interviews stage and there is no stage or step level SLA here.
The case urgency was 65 before creating this assignment here. We have an assignment level SLA
here, and urgencies are defined as below.

Urgencies Property Description Value

Case Urgency pxUrgencyWork Case Urgency 65

SLA Initial Urgency pxUrgencyAssignSLA Assignment Level SLA 10

Goal pxUrgencyAssignSLA Assignment Level SLA 5

Deadline pxUrgencyAssignSLA Assignment Level SLA 5

Passed Deadline pxUrgencyAssignSLA Assignment Level SLA 8

 ASSIGNMENT URGENCY
Assignment Urgency (pxUrgencyAssign)= @min(100,@max(0, .pxUrgencyWork + .pxUrgencyAssignSLA +

.pyUrgencyAssignAdjust))

In the above example, Assignment Urgency (pxUrgencyAssign) = 65 + 10 = 75. Once Goal Time is reached,

it will be 75+ 5 = 80, and once it reaches the passed deadline, the value will be 80+ 13 = 93.

If now urgency is updated from the Update case urgency local action (UrgencyUpdate), the new Case

urgency (pxUrgencyWork) will be 65+ 10 (pyUrgencyWorkAdjust) = 75. But it will have no effect on the

urgency of the assignment as assignment was already created before this.

If assignment urgency is updated from local action (ChangeAssignmentSLA), the new Assignment urgency

(pxUrgencyAssign) will be 93+ 10(pyUrgencyAssignAdjust) = 100 (as 100 is the maximum urgency).

THANK YOU!

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