Setting Up SLA

Last Updated: August 10, 2023

I. Overview

SLA or Service Level Agreement pertains on how long a ticket can remain in a process lane. By configuring SLAs on the Process Flow designer, you can set start and due date to notify the Actors in the workflow about the status of the case. Enabling and setting up SLA can allow you and your team to prioritize your pending cases better based on selected case's SLA schedule.

SLA can be used to stack notifications based on the specified days to define the exact timing at which each notification is triggered, ensuring timely notifications are delivered to the recipients.

II. Initiating SLA Setup

To begin setting up an SLA, go to the process lane in which a lane status is set into either of the following:

In Process
For Approval
For Review
Automation

Fig. 1: SLA Configuration

Under which lane status the SLA is set, locate the Enable toggle for SLA, then click to enable it.

Fig. 2: Enabling SLA

Upon enabling the SLA toggle, a wizard will pop-up where you need to define the following:

Fig. 3: Setting Up SLA Wizard

1. SLA

This refers to the 'start of countdown' or the range of time a ticket should remain upon entering the process lane.

Unit: Date, Day, Hours, Minutes
Input Method: From Form, Manual Input

Note: If From Form, a new field will appear containing columns in the form builder that has corresponding data input in the Unit you selected. For example, you selected 'Date' as the data input in a column, the from form will show columns that has 'Date' as data input in the form builder.

Fig. 4: From Form

Note: If Manual Input, you can select the range of time a ticket should stay in a process lane.

Fig. 5: Manual Input

2. When SLA is Due

This will remind the approver at the exact time the ticket is due. Under this feature we have the following:

Flag Color: You can change the flag color if a ticket meets its due.
Action: Currently supported actions are Move Ticket to Another Lane, Assign to Another User or Group, and Send Notification.

Fig. 6: When SLA is Due

2.1. Move Ticket to Another Lane

If you select Move Ticket to Another Lane, two dropdown menus will appear below.

Select a target process lane from the predefined options to which you want to move the ticket.
Select a lane status which contains options such as Approve, Reject, and In Progress.

Fig. 7: Move Ticket to Another Lane Dropdown Menus

Fig. 7: Move Ticket to Another Lane Dropdown Menus

Note: This feature serves as an option for escalation, enabling you to transfer the ticket to a different lane if the assigned person responsible for it fails to respond. Prior to using this feature, you must first configure the Access Settings to ensure appropriate user assignment.

2.2. Assign to Another User or Group

If you select Assign to Another User or Group, two dropdown menus will appear below.

Select between Individuals and Group options to assign the ticket. This enables you to assign the ticket by specific individual or by group.
Select which users you want to add by ticking the checkbox from the list of individual or group names that appeared in the dropdown.

Fig. 8: Assign to Another User or Group Dropdown Menus

Fig. 8: Assign to Another User or Group Dropdown Menus

Note: You can only assign the ticket to another user or to a manager, if necessary. These users must be on the same lane also for the assignment to happen. You may configure the Access Settings to ensure proper assignment of the ticket to the another user

2.3. Send Notification

If you select Send Notification, a dropdown menu will appear below.

Select the notification you created from the Notification Management in the dropdown list. This enables you to trigger the delivery of your message to specific recipients through the chosen medium.

Fig. 9: Send Notification Dropdown Menu

3. When SLA Due Time Approaches

This will remind the approver minutes, hours, or days before the ticket's due time.

Unit: Date, Day, Hours, Units
Input: Length of unit
Flag Color: You can change the flag color if a case meets its due
Action: Currently supported action is Send Notification.

Fig 10: When SLA Due Time Approaches

4. If SLA was Not Met

This will remind the approver minutes, hours, or days after the ticket's due time.

Input: Length of unit
Unit: Date, Day, Hours, and Units
Flag Color: You can change the flag color if a case meets its due.
Action: Currently supported actions are Move Ticket to Another Lane, Assign to Another User or Group, and Send Notification.

Fig. 11: When SLA was Not Met

The Add Reminder button for each reminder feature you use lets you stack multiple reminders within each one. This stacking indicates that recipients receive a series of reminders in the period prior to a date or deadline, keeping them aware and prepared.

After configuring all of the required fields, click the Save button to save your changes.

The SLA will trigger right away after the case enters the lane where it was configured.

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