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Service Level Agreement in PEGA

One of the more valuable features of the Pega CRM platform is the notion of service level agreements. These Service Level type rules (SLA) allow you to easily configure goals and deadlines within your case management process. The ultimate objective here is to help your task force handle each time-sensitive matter on time.

It defines the intervals of time, such as a goal and deadline, that are used to standardize how you resolve work in your application. You can apply a service-level agreement to cases, stages, steps, flows, and assignments.

SLA can be configured to send an email to the employee, resume a flow from a step after a specific time and soon.

How to create an SLA?

SLA comes under Process Category.

In SLA rule there is a single main tab named General under which Urgency calculation and all escalation activities are configured.

Start of Service Level:

1. Initial Urgency - Based on urgency, we can sort the worklist or workbasket and also we can use GetNextWork to pull the work item with the highest urgency. The numeric value can be set from 0-99 range. It is mostly used to prioritize the unresolved cases.

2. Assignment Ready - There are 3 values which can be configured for assignment ready.

  • Immediately – As soon as the assignment is created.

  • Dynamically defined on a property – We can refer a property and set the time prior.

  • Time delay – You can introduce a time delay (some constant values).

Service Level Definitions

There are 3 definitions available in a Service level:

  1. Goal

  2. Deadline

  3. Passed deadline

Calculate service levels

This value states when the SLA Goal time calculation should start. There are 2 options to choose from:

  • Interval from when the assignment is ready: The SLA begins as soon as the assignment is ready

  • Set the value to a property: You can set the date value to a property dynamically prior.


Goal time is calculated based on the Calculate service levels value. Once the goal time is reached the urgency value mentioned here is added and any of the selected actions takes place.


Deadline date-time interval is calculated from the assignment ready date and not from the goal date. The urgency can be increases and any action can be performed similar to the goal.

Passed Deadline

Passed deadline date time interval is calculated from the deadline date. You have an option to repeat the same escalation process for n number of times.

Let's now configure an SLA to resume the flow from one step to another only if the goal time is reached.

1. Create any case type and add the required stages and steps.

2. In the general tab mention who the case should be routed to at the required step or at the required stage

3. Under Goal and Deadline tab, enable the Consider goal and Deadline checkbox. To use an existing SLA, click Use existing and specify the SLA name.

4. In this SLA we have specified for the goal to run every 50 secs after the assignment is ready.

5. We have also selected to run an activity, to resume the flow from the previous assignment step.

6. Configure the activity as below. Mention the flow action and flow name to which the flow should jump or resume with.

Save and run the case. Wait after the first stage for the case to reach the goal time. Now on continuing the case, we can find that the flow would have been routed to BusApprover and would resume from the specified flow and flow action.


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