Assignment SLA : As the name suggests, the Assignment SLA refers to an assignment. This SLA begins with the creation of the assignment and ends with the completion of the assignment. The assignment urgency is set in the attribute pxUrgencyAssignSLA on the newly Assigned Page.
Case Level SLA : The Case Level SLA is an SLA that is referred to at the case level. This SLA is relevant throughout the lifecycle of a case. It starts when a case is opened and is completed when the case is closed. The standard property pySLAName is used to identify this SLA under the work page, and it is set in pyWorkPage's pxUrgencyWorkSLA parameter. The pxUrgencyWorkSLA property under pyWorkPage is used to control the urgency of case-level SLAs.
Stage Level SLA : The Stage Level SLA is an SLA that is referred to at the stage level. It starts when a case enters a stage and ends when it exits the stage. The pxUrgencyWorkStageSLA property under pyWorkPage is used to control the urgency at the Stage level.
Step level/Flow level SLA : An SLA is called a Step level or Flow level SLA when referred to as a step or flow level. A step-level SLA starts when a process or step is initiated and ends when it is completed. A flow level SLA is started when a flow is begun and stopped when a flow is stopped. If a step SLA is present, it takes precedence over a flow SLA. Step SLA can be referenced in every step under the stage in the case type rule. The process tab of the flow rule refers to a flow SLA. The pxUrgencyWorkStepSLA property under pyWorkpage controls the flow or step level urgency.
