Pega SLA

 Flow SLA 

1. Pega uses internal process flow (pzInternalProcessFlow) with assignment shape & sla parameter. Pega starts this flow in parallel to the current case flow
2. Creates a new internal assignment (Assign-Internal) and SLA queue item for GOAL time, and System-Queue-ServiceLevel instance which will be process by ServiceLevelEvents agent.

Case SLA

1. Pega starts OverallSLA flow with Assign-Internal assignment.
2. 
   

Stage SLA

1. pzInternalStageFlow with Assign-Internal assignment 

Step Level

1. Assign-.AddAssign

• pxAdjustSLATimes/pxAdjustSLA - This API adjusts the existing goal and deadline times of an assignment.
• DefineSLATimes Work- to add pySLAName on Work.
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