Pega is a tool for managing business processes developed in Java. It uses Java and OOPs concepts. It has become more popular because of its agile way, flexibility, and extensibility. As Pega is a no-code tool, it is very easy for non-technical people to learn how to build complex applications using Pega. It has a dev studio in it that allows the owners of the business, sales leaders, and marketing teams to work directly with the developers to create new applications, automate and improve business processes and learn the business as it works to improve the customer experience. All about Pega begins with the company’s need and customer experience, and it comes with decades of evolution to continuously improve.
Want to Become a Master in Pega? Then visit here to LearnPega Training
What is SLA in Pega?
SLA stands for Service Level Agreement. SLA is one of the valuable features of the Pega CRM platform. Service Level Agreements enable us to set up goals and deadlines as part of the case management process. The main purpose of SLA is to help the task force to handle everything on time. Pega Rules Process Commander will monitor each SLA rule on taking care of performing a particular event action that was configured on that specific rule. It also adjusts the urgency associated with that task by increasing the urgency number. This may highlight the task in the employee’s worklist as it requires attention. So, based on the urgency of the task, we can sort the worklist. For every assignment, the default urgency is 10.
A Service Level Agreement defines time intervals as a goal and a timeline, which are used to standardize the way you solve work in your application. It creates a deadline to complete the work. When we create a goal and deadline, Pega creates an SLA. We can configure service levels for process, steps, stages, and entire classes. In Pega, there are four levels for SLA: start, Goal, Deadline, and Passed deadline.
Start: This is the step at which the service level timing begins. It begins at zeroth hour.
Goal: It states how long the assignments should take. This step is measured from when the assignment or the case begins.
Dead Line: It defines the amount of time the case or step may take before it is late. It is measured from the time when the assignment or case begins.
Passed Deadline: Passed Deadline defines when to take further action as the assignment or the case has passed the deadline. It measures the time that passed since the deadline for a still open assignment.
Want to know more about Pega,visit herePega Tutorial!
Pega Certification Training
Master Your Craft
Lifetime LMS & Faculty Access
24/7 online expert support
Real-world & Project Based Learning
Importance of SLA
SLA makes sure that your service provider is on the same page in terms of standards and services. It is important to set clear and measurable guidelines as they reduce the likelihood of client disappointment and provide recourse if the obligations are not met.
SLAs provide recourse for the unmet service obligation. If the obligations are not met by your service provider, then there will be significant consequences for the reputation of your company. So, we must include consequences in the SLA if performance standards are not met.
SLA provides peace of mind to your clients. They have a contract to which they can refer, which enables them to hold their service provider responsible and which specifies exactly the type of service they expect. If the agreed requirements are not met, they can mitigate some of the impacts through financial compensation from their provider.
An SLA referred to an assignment is known as assignment SLA. This SLA is started when the assignment is created and ended when the assignment is completed. Under the newly Assigned Page, the assignment urgency is set in the property pxUrgencyAssignSLA.
Case level SLA:
An SLA, when referred to the case level, is known as Case level SLA. Throughout the lifecycle of a case, this SLA is applicable. It is started when a case is started and ends when the case is ended. This SLA is identified under the workpage in the standard property pySLAName. It is set in a pxUrgencyWorkSLA property under pyWorkPage. Case level SLA urgency is set in a pxUrgencyWorkSLA property under pyWorkPage.
Stage level SLA:
When an SLA is referred to at stage level, it is called Stage level SLA. It is started when a case enters a stage and stops when the case leaves the stage. Urgency in Stage level is set in a pxUrgencyWorkStageSLA property under pyWorkPage.
Step level/Flow level SLA:
When an SLA is referred to as a step or flow level, it is called a Step level or Flow level SLA. A step level SLA starts when a process or step is started and stops when the process or step is ended. A Flow level SLA is started when a flow is started and stops when a flow is ended. A step SLA overrides a flow SLA if present. In the case type rule, step SLA can be referred to in every step under the stage. A flow SLA is referred under the process tab of the flow rule. The flow or step level urgency is set in the pxUrgencyWorkStepSLA property under pyWorkpage.
Subscribe to our YouTube channel to get new updates..!
How to configure SLA?
An SLA is an instance of class Rule-obj-service level. This SLA event is written to the queue class System-Queue-service level and is processed by an OOTB agent ServiceLevelEvents of the ruleset Pega-ProCom. In Record Explorer, SLA rules can be found under the Process category.
Start of Service-Level: This step involves setting up initial urgency and conditions to trigger the SLA rule. Based on three different conditions, an SLA can be marked as ready. Only when a specific condition is met, the SLA entry will be written to the queue class.
Immediately: When this option is selected, SLA will be written to the queue class when the assignment with SLA gets created. Dynamically defined on a property: when this option is selected, it accepts a date-time property as the input, and when the specified time is reached, it writes an entry into the queue class.
Timed delay: When this option is selected, with a time delay, the SLA entry will be written into a queue class. The time delay is specified in minutes, hours, and days fields.
Service Level Definitions: This step is used to define different intervals in an SLA. They are goal, deadline, passed deadline. An interval can be defined in two ways. They are
1. Interval from when the assignment is ready
2. Set to the value of the property.
How do we add a service level to an assignment?
Open case type from designer studio
Select any case type that is available
Select the step for which SLA to be set
On the right side, select the goal and deadline tab to configure the service level
Enter the goal and deadline
We can also enable the notify option that notifies when the goal or deadline is reached.
How do we add a service level to a case?
On the explorer panel, click on the case types to open the case explorer
Go to the settings tab on the case life cycle
Select goal and deadline under the settings tab.
Select consider goal and deadline.
To add a service level throughout the case life cycle:
In this blog post, we have covered all the important information about SLA in Pega. I hope you found this blog helpful and gave you knowledge on SLA’s, levels of SLA in Pega, configuring SLAs, etc. If you feel anything to be added or uncovered in this blog, feel free to drop a comment in the comment box.
Apigee is an API management and predictive analytics software tool developed by Sonoa Corporation as Sonoa systems in 2004. Now, Apigee is maintained by Google corporations to help them build cloud-based interfaces. Apigee helps companies secure, design, and scale their application programming Interfaces.
What is Apigee?
Apigee operates through APIs(Application Programming Interface). The APIs created help define interactions occurring between multiple software applications. The original Apigee model operates on cloud, but an Apigee hybrid model may be used to operate on-premise to limit access as per a corporation’s boundaries. Provides solutions for all types of enterprises and industries like education, retail, healthcare, telecommunications, the government, etc.
What is Apigee Edge?
Apigee Edge is a platform for managing and developing application programming interfaces (APIs). This platform uses the proxy layer and edge to abstract the protocol and also helps for your backend services APIs. Apigee Edge platform offers security, rate limiting, data quotas, and analytics.
The above diagram gives the quick view of Apigee edge, now most of the companies use this Apigee Edgeas HTTP for their backend services used in their web services or mobile service development applications. This tool makes it easy for application developers to consume the services and enables them to change the backend service implementations without affecting already existing APIs. And also supports the developers to take advantage of the data analytics, monetization process, portal development, and also other advanced features in Apigee Edge.
Want to get certified in Apigee. Learn from our experts and do excel in your career with hkr’sApigee Online Course
Why should you use Apigee?
Apigee enables you to provide secure access to your services with a well-defined API that is consistent across all of your services, regardless of service implementation.
A consistent API makes it easy for app developers to consume your services.
Apigee allows easy transfer of data among multiple applications and is widely used for legacy applications.
Robust features like full life-cycle management of APIs, i.e., their development, creation, and deployment, make it the best tool.
Its top-notch security alerts you of intrusions and unauthorized access.
Apigee offers unparalleled compatibility making it easier to work on different devices and across multiple platforms.
Measures and monitors what services are being used by your users.
Calculates services used by a user to generate a bill and simplify payment procedures.
Apigee terminology
The following are the fundamental terminologies used by app developers in their day-to-day development services.
API – An Application Programming Interface is a set of protocols, rules, or definitions. These APIs make it easier to consume the application capabilities or data from another application by providing stability and simplicity to the entry points to application logic or data. APIs enable developers to access and reuse the already existing application developed by other developers.
API proxy – This is a kind of façade available on Edge for APIs, HTTP services, and application developments. An API is a set of configuration files, policies, and codes provided by Apigee edge. These API proxies are generated and configured using the Apigee Edge management user interface applications, or they can also be configured locally in any text editor or IDE. API proxy is mainly used as a façade backend service or HTTP services that are developed for mobile applications or web service applications.
API base path and resources – An API is made up of a ‘base path’ and a set of ‘API resources.’ Each API proxy finds a default base path point and optionally available multiple API resource paths. You can simply consider an API as a set of multiple URLs, and all of these URLs share a common base path.
API product – It is a collection of URLs with a combined quota or service plan, which is published by the developer at the time of design. API products can be used as an API package for monetization.
API Package – A collection of API products is represented as a bundle and associated with the rate of plans described in the Monetization process.
App – This is an abbreviation of ‘Application’. It refers to mobile applications that consume APIs. These apps are developed by developers using a variety of programming languages and platforms.
Environment – Environment is a runtime context where you can execute the API proxies. Each API must be added to this environment before any proxy is exposed over the system network.
Organization – It is a container holding Apigee objects like details of Apigee Edge account, API proxies used in Apigee, application interface products, application interface Apigee packages, apps development, and developers.
Policy – A policy is a set of executed atomics, the reusable unit of logic data, and proxy processing flow.
API resource path – A resource path is a uniform resource identifier (URI) used to identify the network path.
Versions – The version of the developer-facing API interface.
Revision – It is a numbered, version-controlled package of policies and configurations used in API proxy. This revision term comes from the various Apigee software upgrades.
Development tools in Apigee Edge
If you are an API developer, you develop it for the consumption of client apps. These APIs are used to create, configure, and monitor API products, API proxy, and also services that enable the creation of HTTP server requests. There are two types of development tools available in Apigee Edge they are,
1) Use the UI
2) Use the Apigee API
1) Use the UI:
This is browser-based tools, developer can use this tool to create, configure, and manage all kinds of API products, API proxies, and HTTP services. The following table describes how to access this UI;
Using this Apigee UI you can perform the following tasks
You can create the API proxies by editing API code and this helps you to trace the request flows through your API proxies.
You can also create API products that store the bundle of proxies to exposure to the client requests.
This manages developers and developer apps.
Helps you to configure your app test and environment products.
This enables the developer to implement javaScript and Node.js applications.
2) Use the Apigee API:
Developers can use this Apigee edge API’s to manage all the API resources in Edge. This API also provides the access request to low-level capabilities that are not used by the Apigee UI.
The following table describes how to use this Apigee API;
This API also stores the data configuration information and also authentication information (for example; username and password). The following API methods are used to access any kind of request, HTTP GET, POST, PUT and DELETE methods.
There are two types of access available under this Apigee Edge API:
a) Authenticating Access:
Before calling any APIs you should authenticate yourself to the respective API. The following are simple ways:
OAuth2
SAML
Basic Auth
Apigee Training
Master Your Craft
Lifetime LMS & Faculty Access
24/7 online expert support
Real-world & Project-Based Learning
b) Understanding the Apigee API base path:
The following are the path required to access the request;
A base path: this contains your organization name.
An edge point: This tends to the edge resource you’re accessing.
API Development lifecycle
The development of APIs is managed through the lifecycle to ensure maximum functioning from the beginning to the end of the phases mentioned below:
Planning: Any API needs to be strategized to address an issue or requirement. Planning what services the API you are building is the first step.
Building: After a plan is put in place, the next step is to build and assemble the API for service.
Testing: Once an API is built, multiple tests like penetration testing, load testing, UI testing, functional testing, validation testing, security testing, runtime error detection, performance testing, etc., need to be performed to ensure its successful operation across different factors.
Deployment: Stable and secure APIs are deployed or published after all testing is cleared for other developers to use.
Management: The journey doesn’t just end at the deployment phase. Deployed APIs need to be managed and maintained regularly to prevent compromising of security and integrity of APIs.
Monetization: You can choose if you want to offer your APIs for free or monetize them by calculating the need and demand for a particular API.
Retirement: There could be many reasons behind a developer team deciding to retire an API. An API can be retired when :
Technology has advanced, and the API is incompatiblenwith the new systems or software.
The API needs to be updated frequently, and the company is reluctant to incur unnecessary expenditures.
The API’s security has been compromised, and the risk is unresolved.
Key Points of API proxy development
Here are the few major points on characteristics of API Proxies, let me explain the main points,
API’s are the entry points for one application to use the capabilities of another
Here developer implements the APIs to create API proxies with the use of API logics as a sequence of steps that executes in response to the requests from the client’s code. Developers can expose the API proxy by defining the endpoint that contains the URL, resource paths, and HTTP requests, and so on.
You can arrange the sequence of API proxy logics using flows:
While developing any application, data that we used are flows through the application development with the help of Condition logic. In Apigee Edge, the processes are made up of data flows. Flows are nothing but a sequence of stages or steps that are used in the making of an API proxy’s processing path.
You can access the state of data through flow variables created by API proxies
An API proxy can able to access the variable that represents the execution state. Any API user can access these variables from the XML that manages and configures the API proxies and policies. You can even access these variables with the help of any procedural languages like Java, javascript, and python.
You can have API Proxies execute conditionally:
Like other programming languages, the API proxies also have the facility to execute the code conditionally. Conditions are consists of API proxy state and accessible flow variables.
You implement most logic in an API proxy using policies:
Most of the logic that is used in API proxy is considered as Policies. A policy is an Apigee Edge component that encapsulated logic for functional areas such as traffic management, security management.
You can include reusable sets of functionality:
When you created an API proxy that contains logic this logic will be used for multiple places at the time of code execution. Developers can collect other API proxies from multiple places.
You can debug a proxy with the trace tool:
Apigee Edge contains a trace tool mainly used to examine the API proxy execution flow. This tool also supports debugging and testing of proxy execution codes.
You can handle API proxy errors as Faults:
Developers can customize the API client errors just by configuring the fault handler in Apigee Edge. You will get notified by messages when the system finds any fault in API proxy.
The transition from classic Edge UI
Now all the interactions in the Apigee Edge managed by a newly developed Edge user interface (UI). Few major enhancements of this Edge UI are as follows;
API proxy management phase and navigation: this enables users to easily navigate through different API proxy management phases using the new side navigation bar.
Integrated Open API specification editor: You can create and edit open API specifications using the Spec editor which is integrated into the Edge UI design flow.
Simplified API proxy creation using Open API specification: you can easily and quickly create API proxy using any open API specifications that you have already created and imported.
Self-service SAML: this SAML enables the proper authentication for the members of the organizations can be adapted to your identity service.
Hosted targets: run the script language node.Js in any runtime environment hosted by Apigee Edge.
Virtual host management: The user can host multiple domains on a single server to handle and manage the API requests to multiple domain names.
Integrated portal development: Apigee Edge includes tools like simple-to-use and robust portal development tools to build your developer portal and documents.
Improved developer program management: this identity provider used for authentication of the portal that includes information like user registration and sign-in experience.
Asynchronous Custom reports: run these custom reports asynchronously as a background job to analyze and create reports that span a large time interval.
API monitoring: enable the operations team to increase the API availability for mainly application developers and customers.
Security monitoring: now you need to understand how your API proxies are configured for security and also check the runtime conditions that impact the proxy security.
Extensions: integrate the external resources into your API proxies. So that you could integrate google cloud platform services such as Google cloud storage. API uses this Extension at the run time to exchange the requests and interacts with external resources.
Subscribe to our YouTube channel to get new updates..!
How to create your Apigee Edge Account
Now it’s time to create your first ever Apigee Edge account in your organization. Apigee Edge offers free account creation for a limited time.
To create a free 60-days trial Apigee edge account:
Steps:
1) Go to the link https://login.apigee.com/sign_up.
2) Open the link-> enters the required information.
3) Click the create account button (or sign up).
4) The user account information will send to your email account-> then go to your mail inbox-> click the account Verification.
After that just click the email link, then the browser tab is opened to the login page that is, https://login.apigee.com/login.
5) Now log in with the email and password that you used to sign up.
Apigee activates your account and just log in to the Apigee Edge UI.
Point to be noted:
a) In a few cases, this may take a few minutes for the activation to complete and you will see the progress dialog.
Once your account is activated, the following message appears:
6) Now click the get started to access the Apigee Edge UI.
Sign in and manage your Apigee edge account
The following methods describe how to manage your Apigee Edge account,
To sign in to your Apigee Edge account follow the below steps;
Classic Edge UI (this is for private cloud only): http://ms-ip:9000 where IP is the IP address or server management DNS name.
b) Now enter your Apigee Edge login details (Apigee username and password) -> click the Sign in button.
Apigee Training
Weekday / Weekend Batches
Reset your password
Steps:
1) Sign out of your Apigee Edge account.
2) Click the Reset Password -> on the sign-in page-> then it displays the Reset your password page.
3) Enter your Email Address.
4) Click the Send Reset password Link-> that is sent to your email address.
5) Then click the Reset password link -> follow the prompts to reset your password.
6) Now sign in using your new password.
If you want to build your career as a Apigee certified professional, then visit Apigee Community.
Advantages of using Apigee Edge
Apigee is designed to suit individuals and small, medium, and large-sized businesses alike.
Apigee offers Apigee Edge pricing plans depending on the number of users: Evaluation Plan, Team Plan, Business Plan, and Enterprise Plan.
Developers are constantly in need of new APIs. Apigee lets producers create API products and make them available for other developers to consume.
Apigee implements consistent government policies to protect APIs and minimize the risk of mal attacks and authenticates access for better monitoring.
Analysis of APIs determines the traffic surges and helps developers track the activity of their applications to enhance the digital experience for users.
Apigee monitors APIs to address concerns and prevent service delays immediately.
The developer portal is an Apigee feature that is much appreciated by many developers. The customizable portal allows quick testing, exploration, and gathering co-related API keys for quick innovation.
Apigee manages microservices rendered to partners and customers through APIs.
Conclusion
Apigee is the most optimal app for developers to create, analyze, secure, deploy, and manage APIs. Apigee helps businesses manage scalability and respond to issues without directly affecting the public APIs and before it reaches the backend servers. It helps run and collaborate with multiple applications and platforms.
To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
Functional
Always active
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
Preferences
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
Statistics
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.
